Process Analyst

99; São Paulo; On-site; BRL 70,000 - 120,000; Full time

Job summary

99, a leading mobility and delivery platform, seeks a Process Analyst for the 99Food Restaurant Operation team. The role focuses on ensuring execution teams work with up-to-date rules, contributing to quality standards across restaurant partners on our platform.

Ideal candidates have 1–3 years in process mapping and documentation, strong problem-solving and communication skills, and comfort working in a fast-paced, global environment with AI-assisted work tools.

Qualifications

• 1–3 years of experience in process mapping, documentation and improvement.
• English language proficiency used for written and spoken communication.
• Excellent written and verbal communication; ability to explain complex rules clearly.
• Ability to work independently, manage multiple priorities in a fast-paced environment.
• Hands-on use of AI tools to assist research, analysis, writing and idea structuring.

Responsibilities

• Process Optimization: Identify and recommend improvements to processes and workflows to enhance efficiency and quality.
• Documentation and Knowledge Base: Create and maintain SOPs, flowcharts and internal docs for autonomous execution.
• Root Cause Analysis: Analyze recurring requests and deviations to identify systemic issues or bugs.
• Develop Solutions: Collaborate with Product, Quality, Operations, Commercial and CX to propose long-term fixes.
• Demand Management: Support prioritization and flow of process backlog, tracking deadlines.

Skills

English

Process mapping

Documentation

Communication

Problem solving

Tools

Zendesk

Salesforce

BPMN

Lean

5S

Kaizen

Job description

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

We're looking for aProcess Analyst to join the 99Food Restaurant Operation team. This role is crucial for ensuring that our execution teams work with clear, up-to-date rules, contributing directly to the quality standard of the restaurant partners on our platform.

In this role, you'll be...

• Process Optimization: Identify and recommend improvements to existing processes and workflows to enhance the efficiency and quality of the operation.
• Documentation and Knowledge Base: Create and maintain comprehensive, up-to-date SOPs, flowcharts and internal documentation so that execution teams can work autonomously.
• Root Cause Analysis: Analyze recurring requests and deviations to identify systemic issues, process breakdowns, or product bugs.
• Develop Solutions: Work cross-functionally with Product, Quality, Operations, Commercial and CX teams to propose and implement long-term solutions that prevent rework.
• Demand Management: Support the prioritization and flow of the process backlog, tracking deadlines and status.
• Communicate Effectively: Communicate new processes and rule changes clearly, concisely and empathetically to the teams involved.

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

• English (mandatory requirement): Ability to communicate in writing and speech in English, to work with global teams, consume documentation and materials in English and align process improvements and new processes.
• 1-3 years of experience in process mapping, documentation and improvement, preferably in a tech, logistics or delivery company.
• Proven ability to diagnose and solve complex operational problems.
• Excellent communication skills, both written and verbal, with a knack for explaining complex rules clearly.
• Ability to work independently and proactively uncover needs, even when processes and rules are not yet fully mapped, and manage multiple priorities.
• Comfort working in an fast-paced environment, with the initiative to figure things out and propose ideas based on your market experience.
• AI in everyday work: Hands-on use of AI tools to amplify your cognitive capacity and support day-to-day work (research, analysis, writing and structuring ideas).

It's a plus if you have:

• Knowledge of continuous improvement methodologies (BPMN, Lean, 5S, Kaizen).
• Experience with outsourced operations, audit or CX teams.
• Experience with CRM or ticketing systems (Zendesk, Salesforce).

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).