Do you want to change the world?
At Cabify we believe that a new form of urban mobility is possible. An ecosystem that allows fewer private cars on the streets, more sustainable vehicles and more efficient routes.
Cities where their streets are designed by and for people, not for cars. Products and services that, through sustainable and efficient mobility alternatives, generate economic, social and environmental value.
And it's not just that we believe in it, but we work the magic to make it possible. If you share the same purpose with us, keep reading because… This is your place!
About the position:
As Head of Operations & Customer Experience you will be responsible for leading one of the most strategic areas of the business in Peru, ensuring the highest standards of quality, efficiency and experience for riders, drivers and corporate customers and enabling growth and profitability through the construction of new operating models.
We are looking for a profile with strategic vision, obsession with the customer and ability to lead teams and operations in dynamic, high-demand and accelerated growth environments.
How will you help us fulfill our mission?
You will be responsible for leading and evolving the Customer Operations & Customer Experience department, driving:
- The planning, structuring and optimization of operations aligned with business objectives and the company's roadmap
- The standardization and continuous improvement of internal processes, promoting efficiency and scalability
- Excellence in the experience of all our audiences: Riders, Drivers, Fleets and Customers
- The strategy and execution of Customer Support, ensuring high levels of service and retention
- The construction of operating models and analytical frameworks that allow for agile decision-making
- Cross-functional coordination with local and global stakeholders
- The development of solid relationships with strategic partners and suppliers
- Leadership, development and growth of high-performing teams
- Compliance with global standards and local regulations linked to operations
What are we looking for?
- Affinity with our principles
- Education in Engineering, Administration or related fields. A postgraduate degree will be valued.
- Between 7 and 10 years of experience in Operations, Customer Experience or related areas
- Experience leading multidisciplinary teams and complex structures
- Solid knowledge in operations, processes, continuous improvement, quality and customer experience
- Experience implementing and optimizing high-impact operational processes
- Customer-centric profile and results-oriented operating with ambition, agility and accountability
- High analytical capacity and experience making data-driven decisions
- Critical thinking, strategic vision and business mindset
- Previous experience in startups, tech companies or hypergrowth environments will be highly valued
- Financial knowledge and experience managing P&L will be considered a plus
- Knowledge and application of AI tools, automation and process improvement. This will be considered a plus for the position.
Now comes the good part:
We are a company full of happy and motivated people... and we don't want that to change! Here we show you some reasons why you will love being part of the Cabify family.
🏥 Private health and oncology insurance covered 100%
💸 Monthly credit to test our Cabify App
🤸 Flexible schedule and way of working!
🔋 Recharge Day: 3rd Friday of the month off to recharge
🎉 Fun events to enjoy with your team
👩🏽🎓 Personal and professional development programs
Join us!
Cabify is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all people, regardless of their origin, gender, religion, orientation, age or ability. Join us!