Continuous Improvement Specialist(Service Delivery)

Continuous Improvement Specialist(Service Delivery)

Sao Paulo - Brazil

Safety & Security Regular

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

If you are passionate about take care of customers, have a mindset set to help our users, this is for you Our Safety Response team is looking for highly analytical and proactive professional to join our team in a Continuous Improvement – Service Delivery role. This position plays a key role in driving operational excellence by identifying opportunities for process optimization, enhancing service delivery standards, and ensuring alignment with global policies.

In this role, you'll be...

Act as a liaison between multiple departments and stakeholders, ensuring effective communication and collaboration to support service delivery improvements;

Analyze service delivery performance and customer support data to identify trends, pain points, and opportunities for improvement;

Lead the design, review, and implementation of service-related security policies to ensure compliance, consistency, and risk mitigation;

Translate global service and security policies into actionable local procedures, tailoring them to meet regional requirements while maintaining alignment with corporate standards;

Drive continuous improvement initiatives by assessing existing processes, proposing optimizations, and implementing best practices;

Deeply understand end-to-end service processes to identify inefficiencies and design effective solutions;

Collaborate with cross-functional teams to ensure that service improvements align with organizational goals and deliver tangible value;

Use structured problem-solving and data-driven insights to support decision-making and project prioritization.

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

Strong analytical and critical thinking skills with the ability to interpret complex data and derive actionable insights;

Excellent communication and stakeholder management abilities, with a proven track record of working across diverse teams and departments;

Experience in process mapping, policy creation, and continuous improvement methodologies (e.g., Lean, Six Sigma);

Ability to navigate and adapt global policies to local environments while ensuring compliance and consistency;

A deep understanding of service delivery operations and customer support processes;

Experience with tools for data analysis and performance tracking is a plus;

• Fluency in English and Portuguese (Mandatory), advanced Spanish is a big 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).

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