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 also work the magic to make it possible. If you share our same purpose, 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 individual passengers and corporate clients of Cabify, aiming for their long-term loyalty.
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, working with all departments, which guarantees a lot of learning, challenges and fun.
You will lead the OEX team for the demand audiences —individual passengers and corporate clients (B2B)—, consolidating under one perspective the experience of the traveler and the profitability of the operations we design for companies.
How you will help us fulfill our mission
- Being the main strategic and operational reference within the OEX team for the demand audiences (individual passengers and corporate clients) and leading this team.
- Operationalizing and controlling the value proposition defined for passengers and companies, focusing on ensuring a safe, reliable and superior service through the optimization and control of efficient, reliable processes without waste, and having the ability to transform them.
- Detecting improvement opportunities across the different stages of the customer journey of our passengers and corporate clients: from when they begin their registration to become new users, throughout their entire trip experience and after trips with Cabify.
- Understanding the main friction points for each of the processes and establishing improvement proposals, always based on analyzing the value of each one to support decision-making.
- Leading improvement projects for the area, continuously seeking effective, scalable and efficient solutions.
- Working hand in hand with support teams to ensure the best quality of service from a customer service standpoint.
- 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 we are looking for
- A professional in Engineering or a 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 directly managing teams, preferably with analytical or technical profiles.
- Advanced proficiency in Excel / Google Sheets (essential).
- Experience with Business Intelligence tools (Tableau, Power BI, or Looker, etc.) for database queries, creating charts and developing basic dashboards, with demonstrated ability to analyze and interpret indicators (essential).
- Proven experience implementing workflows with Artificial Intelligence (AI) tools in order to optimize operational processes.
- Ability to handle many fronts simultaneously and to engage with multiple stakeholders, maintaining an organized work agenda driven by objectives.
- Excellent oral and written communication skills, with the ability to interact effectively with diverse stakeholders, escalate issues, give visibility to initiatives and validate courses of action.
- Proactive, autonomous people who are eager to drive change.
What we offer
We are a team full of happy and motivated people. Flexibility, good atmosphere, growth and impact guaranteed! Cabify comes loaded with benefits for you to enjoy on your journey with us:
🏥 OSDE 210 private medical plan
🤸 Flexible hours, telework 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!