Merchant Strategy and Ops

Role Responsibilities

• Leading Merchant Operations Strategy: Design execute and continually refine long-term strategic frameworks to optimize partner delivery operations marketplace quality and overall merchant success.


• Optimizing Core Logistics Metrics: Partner directly with Product and Analytics teams to resolve merchant-level bottlenecks focusing on preparation times avoidable courier waiting times cancellation rates and restaurant delays.


• Balancing Growth and Experience: Design joint methodologies to meet commercial growth targets while ensuring the stability of core operational metrics and fleet service levels.


• Implementing Positive Performance Policies: Develop and maintain platform compliance policies and incentive-driven performance frameworks prioritizing positive enablement before deploying platform restrictions.


• Defining Risk Mitigation Policies: Formalize operational evaluation matrices to structure financial policies regarding loss mitigation fraud prevention and commercial co-funding schemes.


• Streamlining Internal Communication: Centralize commercial requests through a formal intake channel and coordinating upcoming campaigns with sales teams to ensure adequate delivery capacity.


• Developing Shared-Value Initiatives: Coordinate joint projects with partner brands to implement tactical store-level initiatives that drive operational value and enhance the courier ecosystem experience.


• Centralizing Performance Metrics: Establish standardized measurement mechanisms including periodic partner sentiment and perception surveys.


• Driving Strategic Alignment: Shape the long-term roadmap by regularly presenting data-driven business cases cost-benefit analyses and strategic policy updates to senior executives.

Role Qualifications

• Experience: 5-7 years of professional experience in operations corporate strategy consulting or high-growth tech startups. Proven experience in Merchant Operations or high-level Institutional Account Management within the food delivery or mobility industry is highly preferred.


• Stakeholder Alignment & Negotiation Acumen: High-level corporate negotiation and communication skills. Demonstrated ability to navigate complex cross-functional environments and align senior commercial directors and operational teams under strict policy frameworks without formal authority.


• Analytical Mindset: Strong data-driven problem-solving skills with a track record of translating complex metrics into financial ROI models and clear business guardrails.


• Leadership and Drive: A proven ownership mindset with the ability to operate independently and effectively in fast-paced ambiguous cross-functional environments.


• Education: Bachelors degree in Engineering Economics Business Administration Mathematics or related fields. An MBA is highly valued but optional.


• Technical Toolkit: Strong SQL proficiency and advanced Excel/Google Sheets capabilities are required. Direct experience with BI platforms (Looker Tableau Power BI) is highly desirable.


• Languages: Professional fluency in both English and Spanish (written and verbal).

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 thats 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 everyones 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.

At DiDi we believe that our differences are our biggest source of strength. Thats why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender age sexual orientation nationality marital status pregnancy/maternity disability race religion and beliefs or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams and a workplace that is free from discrimination and harassment because thats how we create better products and services make better decisions and better serve the communities were a part of.