Operations Manager

99; Região Geográfica Intermediária de São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A 99 procura um Gerente de Operações para liderar uma equipe responsável pelo onboarding de restaurantes, garantindo a satisfação e melhoria contínua dos serviços oferecidos. O papel exige fluência em inglês e experiência anterior em ambientes de BPO, com um foco forte no cliente e resolução criativa de problemas.

Qualificações

• 3-5 anos de experiência de trabalho, com pelo menos 2 anos em BPO.
• Fluência em inglês como idioma de trabalho.

Responsabilidades

• Gerenciar e apoiar uma equipe de agentes para o onboarding de restaurantes.
• Analisar dados operacionais e feedbacks para identificar melhorias.

Conhecimentos

Comunicação

Foco no cliente

Resolução de problemas

Adaptação à mudança

Formação académica

Graduação

Descrição da oferta de emprego

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About The Company

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

About The Company

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

About The Team/role

The person will be responsible for managing agents to execute a program aimed at getting restaurants onboard as soon as possible & achieve success with us. This role involves understanding the customer journey, ensuring continuous improvement, and being capable of iterating on agent deliverables to maximize impact.

In this role, you'll be...

• Manage and support a team of agents responsible for delivering onboarding and engagement touchpoints to new restaurants
• Develop, test, and iterate training materials and communication deliverables to improve restaurant activation and satisfaction.
• Analyze operational data and feedback to identify improvement opportunities and optimize agent performance and content effectiveness.
• Document and implement best practices across markets, ensuring consistency while allowing for local adaptation.
• Collaborate with cross-functional teams (e.g., Product, Ops, Marketing) to ensure a seamless and customer-centric restaurant experience.
• Anticipate risks in the program execution, plan mitigation strategies, and address unforeseen challenges proactively.
• Be the customers advocate inside and outside the organization;
  
  
  

We're eager to be in touch because you have...

• Bachelor degree and above
• 3-5 years of working experience, including at least 2 years experience working with BPO. The more recent the better
• Fluency in English, with the ability to use it as a working language;
• Excellent execution & communication skills, ensuring seamless collaboration with cross-functional teams and execute at scale
• A goal-oriented, self-driven approach, with the adaptability to thrive in fast-changing environments
• Must be customer focused and possess the ability to develop creative solutions to a variety of complex problems;
  
  
  

You'll love working at DiDi because...

We create user value

We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.

We are data-driven

We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

Win-win Collaboration

Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity

Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Software Development

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