Continuous Improvement Service Selivery Specialist

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

If you are passionate about take care of customers, have a mindset set to help our users, this is for you Our Safety Response team is looking for highly analytical and proactive professional to join our team in a Continuous Improvement – Service Delivery role. This position plays a key role in driving operational excellence by identifying opportunities for process optimization, enhancing service delivery standards, and ensuring alignment with global policies.

Role Responsibilities

• Act as a liaison between multiple departments and stakeholders, ensuring effective communication and collaboration 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, consistency, and risk mitigation;

• Translate global service and security policies into actionable local procedures, tailoring them to meet regional requirements while maintaining alignment 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 that service improvements align with organizational goals and deliver tangible value;

• Use structured problem-solving and data-driven insights to support decision-making and project prioritization.

Role Qualifications

• Strong analytical and critical thinking skills with the ability to interpret complex data and derive actionable insights;

• Excellent communication and stakeholder management abilities, with a proven track record of working 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;

• A 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 big plus.

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 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

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