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Cabify is building a new model of urban mobility—a sustainable ecosystem with fewer private cars, more efficient routes, and cities designed for people, not vehicles.
As Operational Excellence Coordinator, you will lead the Operational Excellence (OEX) team for Argentina and Uruguay, driving operational efficiency and customer experience for both individual passengers and corporate clients (B2B). You report within Customer Operations (COPS), a cross-functional area that partners with all departments to maintain Cabify's service standards.
Key responsibilities:
- Serve as the strategic and operational lead for the OEX team, managing demand-side audiences (individual passengers and corporate clients).
- Operationalize and control the value proposition for passengers and enterprises, ensuring safe, reliable, superior service through optimized, efficient, waste-free processes with the ability to transform them.
- Identify improvement opportunities across the customer journey—from user registration through post-trip experience.
- Analyze friction points in processes and propose data-driven improvements.
- Lead improvement projects in pursuit of effective, scalable, efficient solutions.
- Collaborate with support teams to ensure best-in-class customer service quality.
- Optimize critical processes through AI implementation (LLMs, prompt engineering, OCR) and task automation to scale operations, working with local and global teams.
- Align global project directives for local implementation and escalate market needs to global teams with quantitative evidence and documented requirements.
Requirements:
- Bachelor's degree in Engineering or related field with at least 3 years of experience in process optimization, continuous improvement, or similar roles in technology companies (tech company experience is a plus).
- Mandatory: 2–3 years of direct team leadership and management experience, preferably with analytical or technical profiles.
- Advanced proficiency in Excel / Google Sheets (required).
- Hands-on experience with Business Intelligence tools (Tableau, Power BI, Looker, etc.) for database queries, chart creation, and basic dashboard development; demonstrated ability to analyze and interpret KPIs (required).
- Proven experience implementing AI-powered workflows to optimize operational processes.
- Ability to manage multiple concurrent initiatives and engage effectively with diverse stakeholders while maintaining organized, objective-driven work.
- Excellent oral and written communication skills; ability to interact with diverse stakeholders, escalate issues, provide visibility, and validate action plans.
- Proactive, autonomous, and change-oriented mindset.
