User Operations Manager

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:
We focus on understanding the dynamics of our clients, enhancing user experience, and coordinating delivery services to ensure seamless operations. With a results-driven mindset and a strong emphasis on cross-functional collaboration, the team drives merchant growth and engagement, refines the user journey, and works closely with delivery partners to improve service quality. We don’t just operate — we manage and grow the local market with precision and purpose.

Role Responsibilities:

- Develop and implement user growth strategies for the food delivery business, leveraging tools such as pricing optimization and promotional activities (e.g., new user incentives, free delivery policies) to enhance new customer acquisition and retention. Monitor key metrics (e.g., new users volume, retention rate, and frequency) and adjust strategies accordingly.
- Collaborate with the Product team to optimize growth-related product features and traffic entries through competitor research, user feedback, and data analysis. Explore and drive new product capabilities to continuously innovate user growth strategies.
- Work cross-functionally with Commercial, Marketing, Product, and Operations teams to ensure effective communication and implementation of promotions and campaigns. Design and implement in-app comms plan, utilizing resources such as banners, pop-up, pushes, etc.

Role Qualifications:

- Bachelor's degree or above, with at least 5 years of work experience, including 2+ years in growth or user operations in tech companies. Experience in the food service, consumer goods or retail industry is a plus.
- Familiarity with local market trends, holidays, and peak seasons; data sensitive, result-oriented and execution-driven.
- Demonstrated ability to think creatively and strategically, while also being data-driven in decision-making.
- Excellent project management skills, with the ability to handle multiple projects simultaneously, meet deadlines, and adapt to changing priorities.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders with diverse backgrounds at all levels.
- Passion for the food service industry and understanding the consumer journey.
- Highly energetic, self-motivated and proactive.Organized and structured, ability to identify business needs.

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**

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable