User Operation Manager

99; São Paulo; Presencial; BRL 110 000 - 165 000; Tempo integral

Resumo da oferta

99 in São Paulo is hiring for a Regional Operations role focused on user retention, churn management, and lifecycle optimization. You will develop and execute lifecycle strategies, segment users, and design interventions to improve retention across regions, collaborating with product, marketing, data science, and delivery partners.

The role emphasizes data-driven decision-making, A/B testing familiarity, and ownership of end-to-end lifecycle initiatives to boost engagement and long-term value.

Qualificações

• 2+ years of experience in user operations, growth, CRM, lifecycle management, or related roles.
• Strong understanding of user lifecycle, retention, churn, reactivation, and cohort management.
• Strong analytical skills to identify behavior trends and translate insights into actions.
• Data proficiency with user and business metrics; SQL experience and A/B testing is preferred.
• Ability to own and execute lifecycle initiatives end-to-end.

Responsabilidades

• Own user retention and churn management with lifecycle strategies and metrics ownership.
• Build user segmentation and lifecycle frameworks for different cohorts.
• Identify and prevent user churn with intervention strategies.
• Design differentiated retention and reactivation campaigns across channels.
• Collaborate with product, marketing, data science, and regional teams to improve lifecycle performance.
• Localize lifecycle operation models to Latin American markets.

Conhecimentos

SQL

Analytics

Experimentation

Descrição da oferta de emprego

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 Regional Operations Team serves as the strategic brain behind local market performance, fully accountable for business outcomes in each region. We focus on understanding the dynamics of local merchants, realizing user growth, and coordinating delivery services to ensure seamless operations.

With a results-driven mindset and a strong emphasis on cross-functional collaboration, the team drives merchant growth and engagement, refines the user journey, and works closely with delivery partners to improve service quality.

At the same time, the team also drives user operations, focusing on acquisition, retention, and engagement through data insights, incentive design, and in-app campaign optimization, continuously enhancing user experience and loyalty.

We don't just operate — we manage and grow the local market with precision and purpose.

In this role, you'll be...

Job Responsibilities | What You’ll Do

• Own user retention and churn management – Develop and execute lifecycle strategies focused on user retention, frequency improvement, churn prevention, and reactivation, with clear ownership of key user health metrics.
• Build user segmentation and lifecycle frameworks – Segment users based on activity level, order frequency, lifecycle stage, churn risk, and behavioral signals, and design differentiated operational strategies for each user cohort.
• Identify and prevent user churn – Analyze behavioral changes and early churn signals to identify at-risk users, understand key drivers of frequency decline or inactivity, and develop targeted intervention strategies to reduce user loss.
• Design differentiated retention and reactivation strategies – Develop campaigns, incentives, and operational mechanisms tailored to high-, mid-, and low-frequency users, as well as declining and churned users, to improve retention and long-term user value.
• Orchestrate cross-channel user communication – Design communication strategies across push notifications, in-app messaging, CRM channels, and off-platform touchpoints, ensuring differentiated content and contact frequency by user segment and lifecycle stage.
• Leverage data-driven insights and experimentation – Continuously monitor cohort performance, retention curves, frequency migration, churn rates, and campaign ROI; design A/B tests and translate insights into scalable user operation strategies.
• Collaborate cross-functionally to improve user lifecycle performance – Work closely with product, marketing, BD, data science, CRM, and regional teams to develop capabilities and solutions that improve retention, engagement, and reactivation.
• Explore and localize lifecycle operation models – Introduce proven user segmentation, retention, and churn-management practices while adapting strategies to local user behaviors and market dynamics in Latin America.

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

• 2+ years of experience in user operations, growth, CRM, lifecycle management, or related roles, preferably in internet, e-commerce, food delivery, mobility, or other consumer platforms.
• Strong understanding of user lifecycle and segmentation, including retention, churn, reactivation, user frequency, and cohort management.
• Strong analytical skills, with the ability to identify user behavior trends, diagnose performance issues, and translate insights into actionable strategies.
• Data proficiency – Comfortable working with user and business metrics; SQL experience and familiarity with A/B testing are preferred.
• Strong ownership and execution skills, with the ability to independently design, launch, monitor, and optimize user operation initiatives.
• Good command of English for daily communication in an international working environment. Mandarin is a plus.

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).