Didi Shop Merchant Ops Manager

Company Overview:
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.

LI-Hybrid

Team Overview:
Lead the Performance Operations strategy for DiDi Grocery in Colombia and Costa Rica, driving completion rate, merchant efficiency, and customer experience improvements. This role combines data-driven problem solving with operational leadership, ensuring Colombia remains a benchmark for sustainable growth in LATAM. The Manager will also own regional-level performance initiatives and act as the local Ops lead for local merchant expansions and product launches.

Role Responsibilities:

- Own the performance management of all Grocery merchants in Colombia and Costa Rica, ensuring measurable improvement in completion rate and cost efficiency.
- Conduct advanced data analysis to identify root causes of cancellations, delays, or inefficiencies.
- Design and execute pilots to improve order flow, fulfillment, and merchant behavior
- Collaborate with Sales, Ops, and Product to implement scalable best practices across stores.
- Represent Colombia in regional Performance Ops initiatives, ensuring alignment of tools, frameworks, and reporting.
- Build dashboards and automated reports to track KPIs and communicate insights effectively.
- Partner with LATAM leadership to translate operational insights into strategy.

Role Qualifications:
They are comfortable balancing strategy and execution, leading pilots end-to-end while influencing cross-functional partners.
Fluency in both Spanish and English is required to support local execution and cross-country alignment. They are comfortable with both data (basic SQL is a must) and operations, and thrive in dynamic, fast-paced environments where efficiency and impact matter most.

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.

**We are committed to building inclusive and diverse teams.**

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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