CX Product Operations Analyst

CX Product Operations Analyst 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. Team Overview This position is part of our CX Product Operations team , where you will join a diverse, multinational group responsible for: a) enhancing automated solutions through intelligent channel strategies and continuous improvement; b) ensuring the best possible experience for users in our help center, thinking in the short term and long term vision. In this role, you will focus primarily on our Food business, work closely with cross-functional teams and build strong relationships with key stakeholders. You will be expected to contribute to OKR performance tracking, lead product discovery, and analyze data to identify correlations and root causes. Additionally, you will propose solutions to optimize CX channel operations, improving performance and making them more actionable for internal stakeholders, while ensuring system configurations align with business needs. Role Responsibilities Process Optimization : Identify and implement improvements across the product and user journey. Collaborate closely with product managers and cross-functional teams to streamline workflows and boost efficiency. Continuous Improvement : Analyze current operations, processes, and workflows through in-depth analysis, research, benchmarking, and in-app tests. Investigate data to uncover root causes of business issues, supporting the prioritization of solutions. Recommend enhancements to improve experience/efficiency and optimize the overall product development process. Data Analysis & Reporting : Analyze product performance metrics and provide actionable insights to business and product teams. Design and maintain dashboards and reports that track KPIs and product success, driving informed action plans and improvement initiatives. Cross-Functional Support : Support various departments to ensure smooth coordination and execution of product launches and releases. Address bottlenecks in the product development pipeline and actively engage in meetings, global squads, and workshops with senior stakeholders to offer valuable insights and aid in decision-making. Product Lifecycle Management : Contribute to the creation and maintenance of product documentation, including release notes, feature descriptions, process guides, roadmaps, goals, and timelines. Ensure accurate system configuration and collaborate with UX writing teams on customer-facing solutions. Risk & Issue Management : Identify and communicate potential risks or issues that may impact product success, and work proactively to mitigate them. Role Qualifications Bachelor degree in a quantitative discipline: engineering, economics, technology or related fields +1 year of previous experience in product operations, user research, data analytics or business insights Advanced skills in Microsoft or Google tools (Excel, PowerPoint, Google Slides, Google Spreadsheet) Strong analytical skills with the ability to interpret data and generate actionable insights Problem-solving abilities, with a focus on process optimization and workflow improvements Good oral/written communication and interpersonal skills, with the ability to collaborate effectively across teams. Ability to handle multiple tasks simultaneously and prioritize them effectively. Ability to maintain accuracy and high quality in all tasks while adhering to deadlines. Resilient, able to work in a very dynamic, fast and highly motivated Able to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment. Must be customer centric and has the ability to develop creative solutions to a variety of complex problems Fluent Business English It will be considered a plus: Strong skills and knowledge in data visualization tools (such as Tableau, Power BI, DataStudio) Knowledge in experimental design (such as A/B experiments) General knowledge of User experience (UX/UI) CX operation knowledge 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 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). #J-18808-Ljbffr