Do you want to change the world?
At Cabify we believe a new form of urban mobility is possible. An ecosystem that allows for fewer private vehicles on the streets, more sustainable transport and more efficient routes. We work so that cities are designed by and for people. If you share that purpose, this is your place!
About the role
Chile is one of the most dynamic and competitive markets, and our advantage is built by ensuring an unmistakably superior level of service. As Head of Operations & Customer Experience, you will lead one of the most strategic areas of Cabify, ensuring that our value promise is delivered by design, through robust processes, technology and a high-performance team.
We are looking for a person with a strong business vision and an "ambidextrous" operational capability. You will be responsible for the operational P&L and act as a strategic partner for the company's growth, but you also enjoy being in the field, getting your hands dirty to deeply understand the root of problems and thereby systematically improve the operation.
Your triple mandate
- Reality Management and Customer Support: You will lead the support area to resolve operational incidents and errors once they have occurred. But even more importantly, you will be able to immerse yourself in the mud, auditing in the field, getting to the root of tickets, listening to agents to turn that corrective experience into systemic learning.
- Contingency Absorption and Commercial Execution: You will be the person in charge of dividing up the play in the face of daily challenges. You will evaluate operational feasibility, costs and profitability for each commercial requirement from B2B Sales or Growth. You will know how to build profitable and scalable operational plans, absorbing the pressure and volume of critical, high-visibility operations that run 24/7 (such as complex hubs or concessions), ensuring an unwavering level of service even in complex and highly demanding situations.
- Operational Excellence and Continuous Improvement: Your priority will be to guarantee the customer journey for all our audiences (passengers, drivers and companies) from start to finish. To do so, you will ensure that governance, processes and "Business As Usual" (BAU) work flawlessly, while using automation and Artificial Intelligence as key tools to evolve the operation toward a predictive model, questioning the current structure and preparing us for the challenges of tomorrow.
Your main responsibilities
- Financial and Commercial Governance (Deal Governance): Be a strategic partner to the commercial areas by establishing clear limits (guardrails) to ensure that growth does not sacrifice the company's profitability and operational feasibility.
- Management of Assets, Fleets and Third Parties: Lead the physical and partner ecosystem, managing the lifecycle of fleets, supply negotiations and rigorously governing operating partners and outsourced services (BPO), through audits, SLAs and efficiency plans.
- High-Performance Leadership: Attract, develop and structure multidisciplinary teams (analytical and front-line), ensuring a sustainable high-performance pace and developing the company's future leaders.
What are we looking for?
- Alignment with our principles.
- Professional degree in Engineering, Business Administration or related fields.
- A postgraduate degree or MBA will be highly valued.
- 10+ years of experience in Operations, Logistics or Customer Experience, with at least 5 years leading managers.
- Solid experience in hypergrowth environments, marketplaces, transport, last-mile logistics or highly complex hubs.
- Proven track record managing budgets (P&L), operational cost lines, and implementing financial governance over physical and digital operations.
- Demonstrable experience designing processes and scaling complex operations (e.g. tailored B2B solutions, concessions or comprehensive fleet management).
Your strengths and profile
- Hands-on approach: You have a strategic leadership vision that is not afraid to get down into the mud. You understand that true answers are not always found in dashboards, and you enjoy being close to the physical ecosystem of drivers, field auditing and the front-line.
- Financial mindset: You read the operation in numbers (unit cost, occupancy, margin) and talk on equal terms with Finance and commercial areas.
- Judgment and firmness: You know how to assess feasibility, negotiate terms and, when necessary, say no to protect the company's profitability and service standards.
- Cross-functional and global collaboration: You are able to excellently "divide up the play", with the ease to influence a global-local matrix, knowing when to adopt global standards and when to propose local adjustments grounded in the business.
- Resilience and focus: Composure to absorb contingencies and the critical day-to-day operation, without losing sight of the long-term transformation agenda.
Now here's the good part:
We are a company full of happy and motivated people... and we don't want that to change! Here are some reasons why you will love being part of the Cabify family.
🏥 Health insurance covered at 100%
💸 Monthly credit to test our Cabify App
🤸 Flexible hours and way of working!
🎉 Fun events to enjoy with your team
👩🏽🎓 Personal and professional development programs
Cabify takes pride in being a workplace with equal opportunities. We celebrate diversity and are committed to creating an inclusive environment for all people, regardless of origin, gender, religion, orientation, age or ability.
If you are motivated to build, not just sustain, if you are interested in a business that is being invented while it operates, and if you believe a team can perform at a high level without burning out, we want to meet you.
Join us!