OPERATIONAL EXCELLENCE COORDINATOR
At Cabify, we believe a new form of urban mobility is possible. An ecosystem that allows for fewer private cars on the streets, more sustainable vehicles, and more efficient routes.
Cities where streets are designed by and for people, not for cars. Products and services that generate economic, social, and environmental value through sustainable and efficient mobility alternatives.
And it's not just that we believe in it; we work the magic to make it happen. If you share our purpose, keep reading because… This is the place for you!
About the role
As an Operational Excellence Coordinator, your role will be to collaborate and drive the achievement of this mission and objectives for the Argentina and Uruguay markets, ensuring the best possible service and experience for Cabify drivers, while seeking their long-term loyalty to the app.
The position is within the Operational Excellence (OEX) team, which belongs to the Customer Operations (COPS) area. Within COPS, the OEX and Customer Support teams have the mission of being the guarantors of the service standards for which Cabify stands out. The COPS area is perhaps the most cross-functional area at Cabify, requiring collaboration with all departments, which guarantees plenty of learning, challenges, and fun.
How will you help us achieve our mission?
- Being the main strategic and operational reference within the OEX team for drivers and leading this team.
- Operationalizing and controlling the value proposition defined for drivers, with a focus on ensuring a safe, reliable, and superior service through the optimization and control of efficient, reliable, and waste-free processes, with the ability to transform them.
- Detecting opportunities for improvement at the different stages of our drivers' customer journey: from when they start their registration as new users to their entire experience during and after trips.
- Understanding the main friction points for each process and establishing improvement proposals, always based on analyzing the value of each for decision-making.
- Leading improvement projects for the area, in the continuous search for effective, scalable, and efficient solutions.
- Working hand-in-hand with support teams to ensure the best quality of service from a customer service perspective.
- Optimizing critical processes through the implementation of Artificial Intelligence tools (LLMs, Prompt Engineering, OCR, etc.) and task automation to scale operations, in conjunction with local and global teams.
- Aligning global project guidelines for efficient local implementation and escalating market needs to global teams through requirement documentation and quantitative evidence.
What are we looking for?
- Professional in Engineering or a related field with at least 3 years of experience in process optimization, continuous improvement, or similar positions in technology companies.
- Experience in these roles within technology companies will be considered a plus.
- Mandatory experience of at least 2 to 3 years leading and managing teams directly, preferably with analytical or technical profiles.
- Advanced proficiency in Excel / Google Sheets (mandatory).
- Proficiency in Business Intelligence tools (Tableau, Power BI, or Looker, etc.) for database queries, chart creation, and basic dashboard development, with demonstrated ability to analyze and interpret indicators. (mandatory)
- Proven experience in implementing workflows with Artificial Intelligence (AI) tools in order to optimize operational processes (mandatory).
- Ability to handle many fronts simultaneously and communicate with multiple stakeholders, successfully maintaining an organized work agenda based on objectives.
- Excellent oral and written communication skills, with the ability to interact effectively with diverse stakeholders, escalate issues, provide visibility to initiatives, and validate courses of action.
- Proactive, autonomous individuals with a desire to drive change.
What do we offer?
We are a team full of happy and motivated people. Flexibility, a great environment, growth, and impact are guaranteed! Cabify comes loaded with benefits for you to enjoy on your journey with us:
🏥 OSDE 210 prepaid medical plan
🤸 Flexible hours, telecommuting, and full remote weeks
🎟️ Benefits and discounts with Club LA NACIÓN
🔋 Recharge Day: the third Friday of the month is off!
🏝️ Cabify days: An extra week of vacation
🎉 Fun events to enjoy with your team
🖥️ Work equipment so you can develop all your talent
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 background, gender, religion, orientation, age, or ability. Join us!