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Cabify is a mobility platform reimagining urban transportation through a sustainable, efficient ecosystem. As Director of Operations & Customer Experience, you will lead one of the company's most strategic areas, ensuring superior service delivery through robust processes, technology, and high-performing teams.
You will own the operational P&L and serve as a strategic partner for company growth while maintaining a hands-on approach to understand root causes of operational challenges. Your role spans three core mandates:
**Reality Management & Customer Support:** Lead the support function to resolve operational incidents and errors. Beyond reactive problem-solving, you will conduct field audits, investigate ticket origins, and engage with frontline agents to transform corrective experiences into systemic learning.
**Contingency Absorption & Commercial Execution:** Evaluate operational feasibility, costs, and profitability for B2B sales and growth initiatives. Build scalable, profitable operational plans while managing critical 24/7 operations (complex hubs, concessions) under high-visibility, high-demand conditions.
**Operational Excellence & Continuous Improvement:** Guarantee the complete customer journey for all audiences (passengers, drivers, enterprises). Ensure governance, processes, and business-as-usual operations function flawlessly while leveraging automation and AI to evolve toward predictive models.
**Key Responsibilities:**
- Serve as strategic partner to commercial teams, establishing clear guardrails to protect profitability and operational feasibility
- Lead the physical ecosystem and partner network: manage fleet lifecycles, negotiate procurement, and rigorously govern external operators and BPO services through audits, SLAs, and efficiency plans
- Build, develop, and structure multidisciplinary teams (analytical and frontline), ensuring sustainable high performance and developing future company leaders
- Own financial governance and deal governance across operations
**Requirements:**
- Professional degree in Engineering, Business Administration, or related fields (MBA or postgraduate degree highly valued)
- 10+ years of experience in Operations, Logistics, or Customer Experience
- Minimum 5 years leading managers (people leadership at scale)
- Proven experience in hypergrowth environments, marketplaces, transportation, last-mile logistics, or complex hub operations
- Demonstrated track record managing P&Ls, operating cost lines, and implementing financial governance over physical and digital operations
- Proven experience designing processes and scaling complex operations (e.g., custom B2B solutions, concessions, integrated fleet management)
**Desired Profile:**
- Hands-on leadership: strategic vision combined with willingness to engage directly with physical ecosystem, drivers, and frontline operations
- Financial mindset: reads operations through unit economics, occupancy, margins; communicates effectively with Finance and commercial teams
- Sound judgment and firmness: evaluates feasibility, negotiates conditions, and protects profitability and service standards
- Cross-functional and global articulation: influences effectively in matrix structures, balancing global standards with local business adjustments
- Resilience and focus: manages daily contingencies and critical operations while maintaining long-term transformation agenda
