WhatsApp Governance Sr. Analyst

WhatsApp Governance Sr. Analyst Location: BR-SP-Sao Paulo ID: Category: Operation & Strategy - Mobility Employee Class: Regular Company Overview 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. #LI-Hybrid Team Overview The CRM team\'s WhatsApp channel is one of our most critical communication mediums. As the WhatsApp Governance Product Manager Sr. Analyst, you will be the dedicated expert responsible for the compliance and quality assurance of all customer interactions flowing through this channel. Your mission is to ensure that every message template, campaign, and communication adheres strictly to WhatsApp\'s policies, internal brand guidelines, and external regulations, minimizing risk while maximizing engagement effectiveness. Role Responsibilities Acting as the primary point of contact for reviewing and approving all WhatsApp message templates and campaign flows before they go live. Monitoring and auditing the usage of the WhatsApp channel, identifying potential compliance risks, and proposing corrective actions. Staying constantly updated on changes to the WhatsApp Business Platform policies and translating those changes into actionable guidelines for internal teams (Marketing, Operations, etc.). Analyzing communication metrics to ensure governance processes don\'t negatively impact customer experience or business performance. Developing and documenting clear governance workflows, best practices, and training materials for teams using the channel. Role Qualifications 3+ years of experience in a product, operations, or governance role, with direct exposure to CRM or digital channels. In-depth, practical knowledge of the WhatsApp Business Platform (WABA) policies, review processes, and best practices for commercial messaging. Strong analytical skills and a keen eye for detail to perform meticulous policy reviews and audits. Experience working with compliance, legal, or regulatory bodies and translating complex rules into simple business processes. Excellent communication skills to effectively train internal teams and manage submissions with external vendors/platforms. 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 & Inclusion is a core value of who we are today. 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). I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on the Careers site at careers.didiglobal.com/terms. Options Apply for this job online. Share. Email this job to a friend. Application FAQs – Software powered by iCIMS ( #J-18808-Ljbffr