SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Cabify is a mobility platform reimagining urban transportation through sustainable, efficient solutions. As Director of Operations for Chile, 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 and systematically improve operations. Your role spans three core mandates:
**Reality Management & Customer Support:** Lead the support function to resolve operational incidents and errors. Beyond reactive resolution, you will audit field operations, investigate ticket origins, and engage with support 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 and demanding conditions, ensuring unbreakable service levels.
**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, questioning current structures and preparing for future challenges.
**Key Responsibilities:**
- Establish financial and commercial governance (deal governance) as a strategic partner to commercial teams, setting clear guardrails to protect profitability and operational feasibility.
- Lead the physical ecosystem and partner management, overseeing fleet lifecycle, procurement negotiations, and rigorous governance of external operators and BPO services through audits, SLAs, and efficiency plans.
- Build, develop, and structure multidisciplinary teams (analytical and front-line), ensuring sustainable high performance and developing future company leaders.
**Requirements:**
- Bachelor's degree in Engineering, Business Administration, or related field; MBA or postgraduate degree highly valued.
- 10+ years of experience in Operations, Logistics, or Customer Experience, with at least 5 years leading managers.
- Proven experience in hypergrowth environments, marketplaces, transportation, last-mile logistics, or complex hub operations.
- Demonstrated track record managing P&Ls, operational 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 field operations, driver ecosystem, and front-line audits.
- Financial mindset: reads operations through unit economics, occupancy, and margins; communicates effectively with Finance and commercial teams.
- Sound judgment and firmness: evaluates feasibility, negotiates conditions, and can say no to protect profitability and service standards.
- Cross-functional and global articulation: distributes priorities effectively in a global-local matrix, knowing when to adopt global standards and when to propose locally-grounded adjustments.
- Resilience and focus: manages daily contingencies and critical operations with composure while maintaining long-term transformation agenda.
