Do you want to change the world?
That is what we do at Cabify. Our goal is to make cities better places to live by improving the mobility of the people who live in them, connecting passengers and drivers with just the touch of a button. One day, cities may be places where no one needs a private car, but we still have a long way to go... will you join us?
Founded in 2011, we have become Spain's first 'unicorn'. Our headquarters are in Madrid, but we currently operate in 38 cities across Spain and Latin America. And every month more people join our international team of passionate, brilliant and talented people eager to challenge the "status quo".
But no matter how fast we grow or how big we become, we want to keep our 'start-up' spirit. We are a team that is self-confident, energetic, professional and charismatic, and we are proud of doing things right. We like to think of ourselves as an ethical and innovative technology company that has built a business where everyone is treated fairly and with respect, from our engineers to the drivers who use our platform. In addition, we always fully comply with government regulations and respect local laws.
We have come a long way so far, but in reality our journey has only just begun. If we are going to make our mission a reality, we need talented and ambitious people like you to join our team!
About the role
As CCO Operations Manager, you will have a strategic role in the comprehensive management of the operation, leading teams and ensuring the achievement of business objectives through efficient, scalable and results-oriented execution of the Cabify Contact Center operation.
Your mission will be to guarantee operational excellence, driving continuous improvement, resource optimization and alignment with global strategies, in a dynamic environment that requires leadership, analytical vision and decision-making.
Main responsibilities:
- Lead the operation comprehensively, ensuring compliance with operational, quality, productivity and efficiency KPIs.
- Define, execute and monitor strategies and action plans aimed at continuous performance improvement.
- Analyze indicators and identify optimization opportunities in processes, resources and results.
- Ensure operational continuity through incident management and the implementation of contingency plans.
- Manage and develop high-performing teams, promoting a culture of feedback, growth and results orientation.
- Plan and optimize the use of resources to maximize operational efficiency.
- Coordinate with local and global teams to align the operation with the company's strategic objectives.
- Ensure compliance with organizational policies, regulations and corporate guidelines.
What we are looking for
Education:
- Degree in Industrial Engineering, Business Administration, Economics or related fields.
Work experience:
- Minimum 3 years of proven experience leading contact center operations running 24/7.
- Experience participating in and/or leading rollouts of operational projects and initiatives in contact centers.
- Desirable: Experience managing mixed accounts that include customer service (SAC), commercial processes, loyalty and retention.
Technical knowledge and skills:
- Proficiency with case tracking and management tools such as Zendesk or similar.
- Proficiency with Google Workspace, especially Google Sheets.
- Knowledge and application of artificial intelligence (AI) tools and automation in operations.
- Desirable: Experience managing accounts, clients and critical or highly complex services.
- Data analysis skills to identify root causes, trends and improvement opportunities in operational processes.
- Basic knowledge of programming and agent scheduling.
- Knowledge of cost control and operational efficiency, including analysis of cost per agent, the impact of performance and the relationship between operational inefficiencies and costs.
- Knowledge of multichannel service models.
What we offer:
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Permanent contract.
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Events and initiatives to share with the team.
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Employee discounts.
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Personal and professional development programs.
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Benefits beyond legal requirements.
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All the equipment needed to do your job.
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And free coffee!
Cabify prides itself on 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!