Continuous Improvement Specialist(Service Delivery)

Overview

Continuous Improvement Specialist(Service Delivery) role at 99. This position is part of our Safety Response team and focuses on driving operational excellence by identifying opportunities for process optimization, enhancing service delivery standards, and ensuring alignment with global policies.

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 for users, communities, and society, with mobility and delivery services (99) and digital payments (99Pay). Since 2018, we have been part of DiDi Global Inc., leading mobility technology and scaling solutions across more than 12 countries. We pursue innovation in sustainability, safety, artificial intelligence, financial markets, and more. We value challenge, collaboration, respect, good humor, and growth through diverse experiences and opinions.

About The Team / Role: If you are passionate about taking care of customers and helping users, this is for you. Our Safety Response team seeks a highly analytical and proactive professional for continuous improvement in Service Delivery, shaping process optimization and ensuring alignment with global policies.

In this role, you\'ll be...

• Act as a liaison between multiple departments and stakeholders 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 and risk mitigation.
• Translate global service and security policies into actionable local procedures, tailored to regional requirements while staying aligned 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 improvements align with organizational goals and deliver value.
• Use structured problem-solving and data-driven insights to support decision-making and project prioritization.

What we’re looking for

• Strong analytical and critical thinking skills with the ability to interpret complex data and derive actionable insights.
• Excellent communication and stakeholder management abilities 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.
• 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 plus.

Why you\'ll love working at 99

We create user value by delivering safe, pleasant, and efficient experiences; we are data-driven and use metrics to inform decisions; we promote win-win collaboration; integrity; growth; and a culture of diversity and inclusion. We are committed to inclusion and respect, with a Diversity Committee and multiple identity groups. This position is open to everyone, including pregnant people and people with disabilities (PwD).

Diversity & Inclusion

Diversity is a non-negotiable value. We practice inclusion, plurality, and respect, and operate under the governance of the Diversity Committee in partnership with HR, leadership, and identity groups (99Adapta, 99Afro, 99Cores, 99Mulheres, 99Mamães). This position is open to all applicants, including pregnant people and PwD.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Software Development

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