Operational Excellence Demand Coordinator

Description

Job Summary: We are seeking an Operational Excellence Demand Coordinator to lead the OEX team in Argentina and Uruguay, ensuring the best service and experience for individual passengers and corporate clients. Key Highlights: 1. Lead the OEX team for demand audiences (passengers and B2B) 2. Optimize processes using AI and automation 3. Drive change proactively and autonomously **OPERATIONAL EXCELLENCE DEMAND COORDINATOR** --------------------------------------------- At Cabify, we believe a new form of urban mobility is possible — an ecosystem that enables fewer private cars on the 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 Argentina and Uruguay, ensuring the best possible service and experience for individual passengers and Cabify’s corporate clients — aiming for long-term loyalty. This position sits within the Operational Excellence (OEX) team, which belongs to the Customer Operations (COPS) department. Within COPS, the OEX and Customer Support teams are entrusted with upholding the service standards that distinguish Cabify. COPS is arguably Cabify’s most cross-functional department, requiring collaboration with every other department — guaranteeing ample learning, challenges, and fun. You will lead the OEX team for demand audiences — individual passengers and corporate clients (B2B) — unifying under one lens both the traveler’s experience and the operational profitability of solutions we design for businesses. ### **How Will You Help Us Fulfill Our Mission?** * Serve as the primary strategic and operational reference within the OEX team for demand audiences (individual passengers and corporate clients), leading this team. * Operationalize and monitor the value proposition defined for passengers and businesses — focusing on delivering a safe, reliable, and superior service through optimization and control of efficient, trustworthy, waste-free processes — with the ability to transform them. * Identify improvement opportunities across all stages of the customer journey for our passengers and corporate clients: from initial registration as new users, throughout their travel experience, and post-trip interactions with Cabify. * Understand key friction points in each process and propose improvements — always grounded in value analysis to support decision-making. * Lead improvement projects for the department, continuously pursuing effective, scalable, and efficient solutions. * Collaborate closely with support teams to ensure the highest service quality from a customer support perspective. * Optimize critical processes by implementing Artificial Intelligence tools (LLMs, Prompt Engineering, OCR, etc.) and automating tasks to scale operations — working alongside local and global teams. * Align global project guidelines for efficient local implementation and escalate market needs to global teams by documenting requirements and quantitative evidence. ### **What Are We Looking For?** * An Engineering or related field professional with at least 3 years’ experience in process optimization, continuous improvement, or similar roles within technology companies. Experience in such roles at tech companies will be considered a plus. * Minimum 2–3 years’ exclusive experience directly leading and managing teams — 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 capability to analyze and interpret KPIs (mandatory). * Proven experience implementing workflows using Artificial Intelligence (AI) tools to optimize operational processes. * Ability to manage multiple concurrent priorities and engage effectively with numerous stakeholders — maintaining a well-organized, objective-driven work agenda. * Excellent verbal and written communication skills — capable of interacting effectively with diverse stakeholders, escalating issues, providing visibility into initiatives, and validating action plans. * Proactive, autonomous individuals eager to drive change. **What Do We Offer?** ------------------- We are 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 each month — off! ️ Cabify Days: One extra week of vacation Fun events to enjoy with your team ️ A dedicated work team to help you develop 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 people, regardless of origin, gender, religion, orientation, age, or ability. Join us!*