Process Analyst

**About The Company** 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. **About The Team/role** We're looking for aProcess Analyst to join the 99Food Restaurant Operation team. This role is crucial for ensuring that our execution teams work with clear, up\-to\-date rules, contributing directly to the quality standard of the restaurant partners on our platform. **In this role, you'll be...** * Process Optimization: Identify and recommend improvements to existing processes and workflows to enhance the efficiency and quality of the operation. * Documentation and Knowledge Base: Create and maintain comprehensive, up\-to\-date SOPs, flowcharts and internal documentation so that execution teams can work autonomously. * Root Cause Analysis: Analyze recurring requests and deviations to identify systemic issues, process breakdowns, or product bugs. * Develop Solutions: Work cross\-functionally with Product, Quality, Operations, Commercial and CX teams to propose and implement long\-term solutions that prevent rework. * Demand Management: Support the prioritization and flow of the process backlog, tracking deadlines and status. * Communicate Effectively: Communicate new processes and rule changes clearly, concisely and empathetically to the teams involved. **We're eager to be in touch because you have...** * English (mandatory requirement): Ability to communicate in writing and speech in English, to work with global teams, consume documentation and materials in English and align process improvements and new processes. * 1\-3 years of experience in process mapping, documentation and improvement, preferably in a tech, logistics or delivery company. * Proven ability to diagnose and solve complex operational problems. * Excellent communication skills, both written and verbal, with a knack for explaining complex rules clearly. * Ability to work independently and proactively uncover needs, even when processes and rules are not yet fully mapped, and manage multiple priorities. * Comfort working in an fast\-paced environment, with the initiative to figure things out and propose ideas based on your market experience. * AI in everyday work: Hands\-on use of AI tools to amplify your cognitive capacity and support day\-to\-day work (research, analysis, writing and structuring ideas). It's a plus if you have: * Knowledge of continuous improvement methodologies (BPMN, Lean, 5S, Kaizen). * Experience with outsourced operations, audit or CX teams. * Experience with CRM or ticketing systems (Zendesk, Salesforce). **You'll love working at DiDi because...** We create user 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. 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. Growth We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow. Diversity and Inclusion Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all. **Diversity \& Inclusion** Diversity is not a vision o