Operational Excellence Coordinator

Description

Job Summary: Operational Excellence Coordinator for the Argentina and Uruguay markets, focused on optimizing the Cabify driver experience. Key Highlights: 1. OEX team leadership for drivers 2. Process optimization with AI 3. Cross-functional collaboration and continuous learning **OPERATIONAL EXCELLENCE COORDINATOR** At Cabify, we believe a new form of urban mobility is possible — an ecosystem that enables fewer private cars on streets, more sustainable vehicles, and more efficient routes. Cities whose 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 your place! **About the Role** ------------------- As the **Operational Excellence Coordinator**, your role will be to collaborate and drive the achievement of this mission and its objectives across the Argentina and Uruguay markets, ensuring the best possible service and experience for Cabify drivers, aiming for long-term app loyalty. This position sits within the Operational Excellence (OEX) team, which belongs to the Customer Operations (COPS) area. Within COPS, the OEX and Customer Support teams are responsible for upholding the service standards that distinguish Cabify. The COPS area is arguably Cabify’s most cross-functional department, requiring collaboration with all other departments — guaranteeing abundant learning, challenges, and fun. ### **How Will You Help Us Fulfill Our Mission?** * Serving as the primary strategic and operational reference within the OEX team for drivers and leading this team. * Implementing and monitoring the defined value proposition for drivers, with a focus on delivering a safe, reliable, and superior service through the optimization and control of efficient, reliable, waste-free processes — and having the ability to transform them. * Identifying improvement opportunities across all stages of our drivers’ customer journey: from initial registration as new users, throughout their ride experience, and post-ride interactions. * Understanding key friction points in each process and establishing improvement proposals, always grounded in value analysis to inform 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 highest service quality from a customer care perspective. * Optimizing critical processes through the implementation of Artificial Intelligence tools (LLMs, Prompt Engineering, OCR, etc.) and task automation to scale operations — in coordination with local and global teams. * Aligning global project guidelines for efficient local implementation and scaling market needs to global teams by documenting requirements and quantitative evidence. ### **What Are We Looking For?** * **Engineering or related professional with at least 3 years of experience in process optimization, continuous improvement, or similar roles in technology companies.** * Experience in such roles within technology companies will be considered a plus. * Mandatory direct team leadership and management experience of **at least 2–3 years**, preferably with analytical or technical profiles. * Advanced proficiency in Excel / Google Sheets (mandatory). * Proficiency in **Business Intelligence tools** (Tableau, Power BI, Looker, etc.) for database querying, chart creation, and basic dashboard development, with demonstrated ability to analyze and interpret KPIs. (mandatory) * Proven experience in **implementing workflows using Artificial Intelligence (AI) tools to optimize operational processes (mandatory).** * Ability to manage multiple concurrent priorities and engage effectively with numerous stakeholders, while maintaining an organized, objective-driven work agenda. * Excellent oral and written communication skills, with the ability to interact effectively with diverse stakeholders, escalate issues, provide visibility into initiatives, and validate action plans. * Proactive, autonomous individuals eager to drive change. ### **What Do We Offer?** We’re a team full of happy and motivated people. Flexibility, a great atmosphere, growth, and impact — guaranteed! Cabify comes packed with benefits for you to enjoy on your journey with us: OSDE 210 private health insurance plan Flexible hours, remote work, and fully remote weeks ️ Benefits and discounts with Club LA NACIÓN Recharge Day: the third Friday of every month — off! ️Cabify Days: One extra week of vacation Fun events to enjoy with your team ️Work equipment to help you unleash your full potential *Cabify is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all individuals, regardless of origin, gender, religion, orientation, age, or ability. Join us!*