Senior Process Design & Enablement Specialist

DiDi Global; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading mobility technology company in São Paulo is looking for a Senior Process Design & Enablement Specialist to enhance operational efficiency and support internal and external training programs. The ideal candidate should have a Bachelor's degree, fluency in English and Portuguese, and a minimum of 3 years of relevant experience. This role is critical for designing intuitive processes and ensuring a scalable operational model within a diverse international setting.

Qualificações

• Minimum of 3 years of experience in customer support, customer success, or customer experience.
• Experience with system integration in food delivery or logistics is a plus.
• Ability to manage multiple projects simultaneously.

Responsabilidades

• Design and document critical process flows and configurations.
• Ensure staff remains productive through quick resolutions.
• Develop internal training programs for diverse teams.

Conhecimentos

Fluent in English

Fluent in Portuguese

Cross-cultural communication

Project management

Formação académica

Bachelor's degree in business administration, logistics, production engineering, etc.

Descrição da oferta de emprego

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

Are you a strategic thinker and natural educator who excels at translating complex operations into simple, scalable processes? Do you possess the passion for operational efficiency and the cross-cultural skills to drive success in an international environment?

Are you passionate about helping more and more restaurants grow?

We are searching for a highly motivated Senior Process Design & Enablement Specialist to be the driving force behind our operational optimization and internal and external education initiatives. This critical role ensures that our technology and processes are not only efficient but also intuitive and accessible to everyone on our team.

Role Responsibilities

• A Process Designing and Documentation Expert, therefore you will be:
• Designing, documenting, and optimizing critical process flows and configurations to maximize efficiency, reduce friction, and create a truly scalable operational model.
• Focusing on operational and technical quick resolution and preventative measures, ensuring our staff remains productive and engaged.
• Experience & Educational Master, therefore you will:
• Draft strategic guidance documents and lead internal initiatives focused on elevating the end-user experience across all technical touchpoints.
• Design and deliver highly effective internal staff training programs that are easily scalable across diverse teams. Your teaching expertise will be essential in transforming non-technical users into confident, self-sufficient partners.

Role Qualifications

• Bachelor's degree or higher in business administration, logistics, production engineering, etc.
• Are fluent in English and Portuguese (written and spoken); Chinese is a plus.
• Minimum of 3 years of experience in customer support, customer success, customer experience. If you also have experience with system integration in food delivery, logistics, or e-commerce platforms, it will definitely be a plus plus.
• Excellent cross-cultural communication, negotiation and project management skills.
• Ability to manage multiple projects simultaneously.

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