Head of Operations & Customer Experience

About the role

You will lead the strategic operations and customer experience divisions for Cabify in Peru. This role focuses on maintaining service quality and efficiency while driving business growth through the design of new operational frameworks.

Key facts

What you'll do

• Plan and structure operations to meet company goals and roadmap requirements.
• Standardize internal processes to increase scalability and efficiency.
• Ensure high-quality service for riders, drivers, fleets, and corporate clients.
• Direct the customer support strategy to improve retention and service levels.
• Create analytical models to support fast-paced decision making.
• Manage cross-functional coordination with local and global stakeholders.
• Build and maintain relationships with strategic partners and vendors.
• Mentor and develop high-performing teams.
• Ensure all operations comply with global standards and local regulations.

Requirements

• Degree in Engineering, Business Administration, or a related field.
• 7 to 10 years of professional experience in operations or customer experience.
• History of managing multidisciplinary teams and complex organizational structures.
• Expertise in process improvement, quality management, and customer experience.
• Ability to implement high-impact operational workflows.
• Strong analytical skills with a focus on data-driven decision making.
• Strategic mindset with a strong grasp of business operations.

Nice to have

• Postgraduate degree.
• Previous experience in startups, technology companies, or high-growth environments.
• Financial literacy and experience managing a P&L.
• Proficiency in AI tools, automation, and process optimization.

Skills & tools

• Operations management
• Customer experience strategy
• Data analysis
• P&L management
• Process automation
• AI tools

Practical notes

• Benefits include 100% coverage for private and oncological health insurance.
• Monthly credits provided for use on the Cabify app.
• Flexible work schedule and environment.
• Access to professional and personal development programs.
• Regular team events.
• Cabify is an equal opportunity employer committed to diversity and inclusion.