Merchant Ops Sr Analyst

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.

Team Overview

As a Merchant Operations Team Lead, you are responsible for overseeing a team of operation analysts and quality agents, ensuring daily operational excellence to execute the complete setup of new stores within our platform.You are accountable for SLA adherence, quality standards, and compliance with 99Compras policies, while also driving continuous improvement through data-driven decision-making. Your role bridges frontline execution and strategic stakeholders, ensuring the team is equipped, aligned, and consistently delivering results.

Role Responsibilities

Team Leadership & Coordination

• Monitor a team of operation analysts and quality agents, ensuring performance, productivity, and engagement.

• Monitor daily operations across menu validation, reference store creation and legal entity registration in the internal system.

• Prioritize and distribute workloads, ensuring SLAs and quality standards are met.

• Monitor onboarding and continuous training sessions for new hires and existing staff.

Operational Excellence

• Ensure all contracts comply 99Compras policies.

• Oversee exception handling and unblock requests, ensuring commercial justification and documentation.

• Validate data accuracy and oversee automation performance; escalate technical or data inconsistencies when needed.

• Maintain accurate records of parity checks, overrides, and communications with internal stakeholders.

• Partner closely with the Commercial team to provide weekly reports and flag critical discrepancies for negotiation.

Quality & Continuous Improvement

• Monitor the Quality Assurance process, ensuring accuracy and adherence to SOPs.

• Analyze recurring errors, propose process adjustments, and create retraining or feedback loops.

• Build dashboards and KPIs to measure performance, accuracy, and efficiency improvements.

• Promote a culture of data-driven decision-making and operational excellence.

Role Qualifications

• 4~5 years of total experience, with at least 1 year in a coordination or team lead role.
• Bachelor's degree in Business, Marketing, or related field.
• Strong analytical and problem-solving skills, proficiency in Excel is a must.
• Systematic thinking and excellent attention to details.
• Ability to work independently and manage multiple tasks simultaneously.
• Knowledge of e-commerce platforms and digital marketing is a plus.
• Proficient English is a nice to have.

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 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.