Senior Operations Analyst

Senior Operations Analyst – 99 Company: DiDi Global Inc. is the world’s leading mobility technology platform offering a range of app‑based services across markets such as Asia‑Pacific, Latin America and Africa. The services include ride hailing, taxi hailing, chauffeur, hitch, shared mobility, auto solutions, food delivery, intra‑city freight, and financial services. About The Team / Role We are seeking a highly analytical and process‑driven Backoffice Operations Senior Analyst to join our Restaurant Quality team. In this pivotal role, you will define, establish, and oversee key tasks for our marketplace success. Your primary focus will be overseeing our team responsible for back‑office tasks, ensuring their performance aligns with stringent standards, and driving continuous improvement through data‑driven insights. Responsibilities KPI & Threshold Definition: Establish clear, measurable Key Performance Indicators (KPIs) for menu operations and the performance of the teams. Define and set minimum acceptable thresholds for these KPIs to ensure consistent, high‑quality data on our platform. Vendor Performance Monitoring: Regularly monitor and analyze the performance data provided by the BPO, assessing their accuracy, efficiency, and adherence to defined quality standards and thresholds. Data Extraction & Manipulation: Extract, clean, and prepare data from various sources (e.g., BPO reports, internal systems) to support comprehensive quality analysis and reporting. Report Development: Design and build insightful reports (e.g., using Excel, Google Sheets, and potentially SQL) to visualize trends, highlight deviations, and communicate BPO performance to stakeholders. Root Cause Analysis & Recommendation: Dive deep into quality data to uncover the underlying reasons for any quality shortfalls, discrepancies, or process inefficiencies observed in the BPO's work or the overall menu data. Translate complex data into clear, actionable recommendations for improvement. Process Optimization & Governance: Work cross‑functionally with internal teams and the BPO vendor to propose and implement data‑backed process enhancements for menu quality. Feedback & Calibration: Provide constructive, data‑driven feedback to stakeholders, conducting regular calibration sessions to ensure a shared understanding of quality expectations and to address any performance gaps. Team Support: Proactively monitor and provide feedback to up to 15 analysts. Qualifications 3‑5 years of experience in operations and agent management roles with a strong focus on program management, process definition, ideally involving external partners or BPOs. Proven experience in defining KPIs, setting performance thresholds, and developing quality frameworks. Strong people skills with a proven ability to give feedback, build action plans based on data and leverage team performance. Proficiency in data analysis tools, especially advanced Excel/Google Sheets functions (e.g., VLOOKUP, pivot tables, conditional formatting). Experience with SQL or other query languages is a significant plus. Meticulous attention to detail and an unwavering commitment to data accuracy and integrity. Excellent communication, negotiation, and collaboration skills, with the ability to influence and manage relationships with external vendors and internal stakeholders. Proactive mindset with a strong ability to identify problems, propose solutions, and drive initiatives forward. Experience with ticketing systems, CRM platforms, and large datasets is a plus. Benefits & Culture 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. 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 Mid‑Senior level Employment type Full‑time Job function Management and Manufacturing Industries Software Development #J-18808-Ljbffr