Channel Governance 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

The Channel Governance team is the strategic center of our Customer Relationship Management (CRM) operations, ensuring that all customer interactions across various channels (e.g., WhatsApp, Email, App) are compliant, effective, and aligned with our brand standards. As the Channel Governance Product Manager, you will own the vision and roadmap for our entire governance framework. You will be responsible for defining the policies, processes, and technology stack that ensures a seamless, secure, and compliant customer experience across all CRM channels.

Role Responsibilities

• Defining and communicating the long-term product strategy and roadmap for all CRM channel governance initiatives.
• Leading, mentoring, and guiding a team of Product Managers and Analysts focused on specific channel governance areas (like WhatsApp and internal tools).
• Collaborating closely with Product, Security, and Engineering teams to translate complex requirements into clear product features and policy enforcement.
• Establishing key performance indicators (KPIs) and audit mechanisms to monitor channel engagement and overall governance effectiveness.
• Managing stakeholder expectations and aligning governance priorities with overall business and customer experience goals.

Role Qualifications

• 6+ years of experience in Product Management, with a significant focus on governance, compliance, risk, or platform/API products within a high-growth tech environment.
• Proven experience in leading and developing a team of Product Managers.
• Deep understanding of CRM systems, digital communication channels (especially messaging apps), and relevant data privacy/regulatory landscapes.
• Exceptional strategic thinking and the ability to define a clear, scalable vision from ambiguous, complex compliance requirements.
• Superior communication skills that enable effective negotiation and alignment with executive stakeholders, legal counsel, and technical teams.

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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