Merchant Operations Senior Analyst

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.

For more information, please visit: www.didiglobal.com/news

About The Team/role

As a Merchant Operations Senior Analyst at DiDi, you will optimize merchant lifecycle performance across onboarding, activation, and retention to drive measurable increases in merchant revenue, completion rates, and consumer satisfaction; your work will enable scalable marketplace growth and improved unit economics. You will join the Merchant Operations team responsible for ensuring merchant quality, operational efficiency, and rapid expansion in both urban and suburban markets, directly influencing GMV (Gross Merchandise Value), average order value, and fulfillment reliability.

In this role, you'll be...

• Build and optimize the end-to-end merchant onboarding process — from sign-up, document review, and contract signing to going live
• Set KPIs for the BPO team, manage daily operations, and track performance through data dashboards
• Lead merchant operation projects (new merchant launch, tiered operation, experience improvement) and drive results
• Use data analysis to identify problems and opportunities, then turn insights into action
• Collaborate with other teams to resolve blockers

• Bachelor's degree or above
• 3+ years of merchant operations experience in e-commerce or retail
• Strong data analysis skills (Excel / SQL)
• Experience in building processes and managing BPO teams
• English as working language (written and spoken)
• Result-oriented, good cross-team communication

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 of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).