Sales Ops 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

We are looking for a highly structured, process oriented, and results driven professional to join the team responsible for strengthening operational excellence across our field operations. This role will play a key part in designing, standardizing, and continuously improving processes, routines, and playbooks, ensuring that field teams operate with clear guidelines, consistent execution standards, and scalable ways of working.

In this position, you will translate business and operational needs into practical field processes, define operating routines and governance mechanisms, and develop playbooks, guidelines, and tools that support teams in their day to day execution. You will work closely with field leadership and cross-functional teams to identify operational gaps, simplify workflows, and ensure that new strategies and initiatives are effectively translated into field execution.

We are looking for someone who is highly organized, hands-on, detail-oriented, and able to combine structured thinking with practical execution. This is an opportunity to directly impact field productivity, execution quality, and scalability by building the operational foundations that enable teams to perform consistently across different cities and scenarios.

Role Responsibilities

• Design, document, and continuously improve operational processes, routines, and standards for field teams.

• Develop and maintain field playbooks, guidelines, checklists, SOPs, and other operational materials that translate business strategies into clear execution.

• Structure daily, weekly, and recurring field routines, defining responsibilities, expected outputs, and execution standards.

• Map end to end operational workflows, identify inefficiencies and execution gaps, and propose simpler and more scalable processes.

• Partner with field leadership and cross-functional teams to translate new initiatives, programs, and business priorities into practical operating models.

• Define governance mechanisms to ensure process adoption, execution consistency, and continuous improvement across regions and cities.

• Support the rollout and implementation of new processes and tools, including communication, training materials, and adoption tracking.

• Gather feedback from field teams and use operational insights to continuously improve processes, playbooks, and ways of working.

• Support the development of repositories, knowledge management tools, and operational content to ensure information is clear, accessible, and up to date.

• Monitor process adherence and operational effectiveness, identifying opportunities to improve productivity, quality, and field execution.

Role Qualifications

• Relevant experience: Background in operations, process design, operational excellence, field operations, enablement, project management, or related areas.

• Process design skills: Experience mapping workflows, defining SOPs, creating operational routines, and structuring scalable processes.

• Structured problem solving: Strong ability to identify operational gaps, investigate root causes, and translate complex problems into practical solutions.

• Execution mindset: Ability to move from diagnosis and design to implementation, ensuring that processes are practical and adopted by field teams.

• Communication skills: Ability to simplify complex topics and translate strategies into clear guidelines, playbooks, and operational materials.

• Stakeholder management: Strong collaboration skills and ability to work with field teams, leadership, and cross-functional stakeholders.

• Data driven mindset: Ability to use operational data and field feedback to identify improvement opportunities and assess process effectiveness.

• Advanced Excel or Google Sheets: Ability to organize, analyze, and structure operational information and tracking mechanisms.

• Advanced English: Ability to communicate, lead meetings, and prepare business and operational materials in English.

• Ownership and adaptability: Highly organized, detail oriented, hands-on, and comfortable working in a fast paced environment where processes and priorities may evolve quickly.

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.

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