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 whose streets are designed by and for people, and 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, 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 role
As Operational Excellence Coordinator your role will be to collaborate on and drive the achievement of this mission and these objectives for the markets of Argentina and Uruguay, ensuring the best possible service and experience for Cabify drivers, aiming for 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 are tasked with being the guarantors of the service standards for which Cabify stands out. The COPS area is perhaps the most cross-functional area at Cabify, working with all departments, which guarantees a lot of learning, challenges and fun.
How you will help us fulfill 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 guaranteeing a safe, reliable and superior service through the optimization and control of efficient, reliable processes without waste, with the ability to transform them.
- Detecting improvement opportunities in the different stages of our drivers' customer journey: from when they start their registration to become new users, and throughout their trip experience and after trips.
- Understanding the main friction points in each of the processes and establishing improvement proposals, always based on analyzing the value of each one 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 service quality, 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, together with local and global teams.
- Aligning global project guidelines for their efficient local implementation and escalating market needs to global teams through documentation of requirements and quantitative evidence.
What are we looking for?
- Professional in Engineering or related field with at least 3 years of experience in process optimization, continuous improvement roles, or similar positions in technology companies.
- Experience in these roles within technology companies will be considered a plus.
- Essential 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 (essential).
- Proficiency with Business Intelligence tools (Tableau, Power BI, or Looker, etc.) for database queries, building charts and developing basic dashboards, with proven ability to analyze and interpret indicators. (essential)
- Demonstrable experience in implementing workflows with Artificial Intelligence (AI) tools to optimize operational processes (essential).
- Ability to manage many fronts simultaneously and to engage with multiple stakeholders, keeping an organized work agenda focused on objectives.
- Excellent oral and written communication skills, with the ability to interact effectively with diverse stakeholders, escalate problems, give visibility to initiatives and validate courses of action.
- Proactive, autonomous people who are eager to drive change.
What do we offer?
We are a team full of happy and motivated people. Flexibility, good atmosphere, growth and impact guaranteed! Cabify comes with plenty of benefits for you to enjoy on your journey with us:
🏥Private health plan OSDE 210
🤸Flexible hours, telecommuting and full remote weeks
🎟️ Benefits and discounts with Club LA NACIÓN
🔋Recharge Day: the third Friday of the month off!
🏝️ Cabify days: One extra week of vacation
🎉Fun events to enjoy with your team
🖥️ Work equipment so you can develop all your talent
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. Join us!