Senior Operations Analyst

DiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world's transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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We are seeking a highly analytical and process-driven Backoffice Operations Senior Analyst to join our Restaurant Quality team. In this pivotal role, you will be instrumental in defining, establishing, and overseeing key tasks for our marketplace success. Your primary focus will be overseeing our team responsible for backoffice tasks, ensuring their performance align with our stringent standards, and driving continuous improvement through data-driven insights. If you're passionate about setting high bars for operations, optimizing teams, and leveraging data to perfect operational processes, this is the role for you.

• KPI & Threshold Definition: Establish clear, measurable Key Performance Indicators (KPIs) for menu operations and the performance of the teams. Define and set minimum acceptable thresholds for these KPIs to ensure consistent, high-quality data on our platform.
• Vendor Performance Monitoring: Regularly monitor and analyze the performance data provided by the BPO, assessing their accuracy, efficiency, and adherence to defined quality standards and thresholds.
• Data Extraction & Manipulation: Extract, clean, and prepare data from various sources (e.g., BPO reports, internal systems, etc.) to support comprehensive quality analysis and reporting.
• Report Development: Design and build insightful reports (e.g., using Excel, Google Sheets, and potentially SQL) to visualize trends, highlight deviations, and communicate BPO performance to stakeholders.
• Root Cause Analysis & Recommendation: Dive deep into quality data to uncover the underlying reasons for any quality shortfalls, discrepancies, or process inefficiencies observed in the BPO's work or the overall menu data. Translate complex data into clear, actionable recommendations for improvement.
• Process Optimization & Governance: Work cross-functionally with internal teams and the BPO vendor to propose and implement data-backed process enhancements for menu quality.
• Feedback & Calibration: Provide constructive, data-driven feedback to stakeholders, conducting regular calibration sessions to ensure a shared understanding of quality expectations and to address any performance gaps.
• Team Support: Proactively monitor and provide feedback to up to 15 analysts.

• 3-5 years of experience in a Operations and agent management roles with a strong focus on program management, process definition, ideally involving external partners or BPOs.
• Proven experience in defining KPIs, setting performance thresholds, and developing quality frameworks.
• Strong people skills with a proven ability to give feedback, build action plans based on data and leverage team performance.
• Proficiency in data analysis tools, especially advanced Excel/Google Sheets functions (e.g., VLOOKUP, pivot tables, conditional formatting). Experience with SQL or other query languages is a significant plus.
• Meticulous attention to detail and an unwavering commitment to data accuracy and integrity.
• Excellent communication, negotiation, and collaboration skills, with the ability to influence and manage relationships with external vendors and internal stakeholders.
• Proactive mindset with a strong ability to identify problems, propose solutions, and drive initiatives forward.
• Experience with ticketing systems, CRM platforms, and large datasets is a plus.

• 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.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.

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