Process Analyst

Didi; São Paulo; Hybrid; BRL 70,000 - 110,000; Full time

Job summary

DiDi Global is seeking a Process Analyst to join the 99Food Restaurant Operation team. You will ensure that execution teams work with clear, up-to-date rules and maintain quality standards for restaurant partners on our platform.

Required 1-3 years in process mapping, documentation, and improvement, plus strong English skills to communicate with global teams. The role involves cross-functional collaboration in a fast-paced environment, with a focus on AI-assisted process enhancement.

Qualifications

• English required for written and spoken communication with global teams.
• 1-3 years of experience in process mapping, documentation and improvement.
• Ability to diagnose and solve complex operational problems.
• Excellent communication skills, written and verbal.

Responsibilities

• Process Optimization: identify and improve existing processes and workflows.
• Documentation and Knowledge Base: create and maintain SOPs, flowcharts, internal docs.
• Root Cause Analysis: analyze recurring requests to find systemic issues.
• Develop Solutions: collaborate with Product, Quality, Ops, Commercial, CX teams.
• Demand Management: support backlog prioritization and track deadlines.
• Communicate Effectively: convey new processes clearly to teams.

Skills

Process mapping

Documentation

Root cause analysis

Communication skills

Independent working

Education

1-3 years experience in process mapping

Tools

Zendesk

Salesforce

Job description

Company Overview

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.

#LI-Hybrid

Team Overview

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.

Role Responsibilities

• 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.

Role Qualifications

• 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).

EEO Statement

• We create customer 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.
• We believe in 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.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non‑negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

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

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms