CX Ops Analyst

CX Ops Analyst at 99 Join to apply for the CX Ops Analyst role at 99 . 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 CX Operations team plays a critical role in optimizing customer service processes and delivering a seamless, high-quality experience for our users. As a CX Ops Analyst, you will focus on improving and implementing operational processes, driving efficiency, and leveraging technology and automation to elevate service quality. This role sits at the intersection of operations, product, and data, requiring a problem-solving mindset, strong analytical and organizational skills, and a passion for continuous improvement. You will collaborate closely with cross-functional partners — including Product, Commercial, Engineering, Data, and Service Delivery — to ensure that new processes and solutions are successfully tested, rolled out, and scaled to deliver an exceptional user experience. In this role, you'll be... Analyzing and improving customer service processes to increase efficiency and enhance the user experience. Identifying opportunities for automation and system improvements to streamline CX operations. Creating and maintaining SOPs and documentation of best practices. Acting as a bridge between teams, aligning priorities and goals across CX, Product, and Operations. Translating strategy and policies into clear, actionable steps for operational teams. Supporting the testing and rollout of new processes, tools, and automation initiatives. Using data and customer feedback to uncover bottlenecks, track performance, and drive continuous improvement. Staying connected to frontline operations to understand user pain points and test innovative solutions. We're eager to be in touch because you have... Bachelor’s degree in Business, Engineering, Computer Science, Process Automation, or a related field. 2–3 years of experience in CX operations, process improvement, or product operations. Strong problem-solving skills with a logical, structured approach. Excellent communication and stakeholder management skills, with the ability to work effectively across teams and cultures. Data-driven mindset, with experience analyzing operational performance. Ability to adapt quickly in a fast-paced, dynamic environment. Intermediate to advanced English (additional languages such as Mandarin are a plus). Advanced knowledge of Excel or other data analysis and management tools. 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). Seniority levelEntry level Employment typeFull-time Job functionManagement and Manufacturing IndustriesSoftware Development Referrals increase your chances of interviewing at 99 by 2x Sign in to set job alerts for “Operations Analyst” roles. 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