Job detail for Director of Operations for Chile

Do you want to change the world?

At Cabify, we believe a new form of urban mobility is possible. An ecosystem that allows for fewer private vehicles on the streets, more sustainable transport, and more efficient routes. We work to ensure cities are designed by and for people. If you share this purpose, this is the place for you!

About the role

Chile is one of the most dynamic and competitive markets, and our advantage is built by ensuring an unmistakably superior level of service. As Head of Operations & Customer Experience, you will lead one of Cabify's most strategic areas, ensuring our value proposition is fulfilled by design through robust processes, technology, and a high-performance team.

We are looking for someone with a strong business vision and "ambidextrous" operational capability. You will be responsible for the operational P&L and act as a strategic partner for the company's growth, but you also enjoy being on the ground, getting your hands dirty to deeply understand the root of problems and systematically improve the operation.

Your triple mandate

• Reality Management and Customer Support: You will lead the support area to resolve operational incidents and errors once they have occurred. But more importantly, you will be able to dive into the mud, auditing in the field, getting to the root of tickets, and listening to agents to transform that corrective experience into systemic learning.
• Contingency Absorption and Commercial Execution: You will be the person in charge of distributing the play amidst daily challenges. You will evaluate operational feasibility, costs, and profitability for every B2B Sales or Growth requirement. You will know how to build profitable and scalable operational plans, absorbing the pressure and volume of critical, high-visibility operations that run 24/7 (such as complex hubs or concessions), ensuring an unwavering level of service even in complex and high-demand situations.
• Operational Excellence and Continuous Improvement: Your priority will be to guarantee the customer journey for all our audiences (passengers, drivers, and companies) from start to finish. To do this, you will ensure that governance, processes, and "Business As Usual" (BAU) function flawlessly, while using automation and Artificial Intelligence as key tools to evolve the operation toward a predictive model, questioning the current structure and preparing us for the challenges of tomorrow.

**Your main **

• Financial and Commercial Governance (Deal Governance): Act as a strategic partner to commercial areas by establishing clear limits (guardrails) to ensure that growth does not sacrifice the company's profitability and operational feasibility.
• Asset, Fleet, and Third-Party Management: Lead the physical and partner ecosystem, managing the fleet lifecycle, supply negotiations, and rigorously governing partner operators and outsourced services (BPO) through audits, SLAs, and efficiency plans.
• High-Performance Leadership: Attract, develop, and structure teams (analytical and front-line), ensuring a sustainable high-performance pace and training the company's future leaders.

What are we looking for?

• Affinity with our principles.
• Professional degree in Engineering, Business Administration, or related fields.
• Postgraduate degree or MBA will be highly valued.
• 10+ years of experience in Operations, Logistics, or Customer Experience, with at least 5 years leading managers.
• Solid experience in hyper-growth environments, marketplaces, transport, last-mile logistics, or highly complex hubs.
• Proven track record managing budgets (P&L), operational cost lines, and implementing financial governance over physical and digital operations.
• Demonstrable experience in process design and scaling complex operations (e.g., custom B2B solutions, concessions, or comprehensive fleet management).

Your strengths and profile

• Hands-on approach: You have a strategic leadership vision that isn't afraid to get into the mud. You understand that the real answers aren't always in the dashboards, and you enjoy being close to the physical ecosystem of drivers, field auditing, and the front-line.
• Financial mindset: You read the operation in numbers (unit cost, occupancy, margin) and converse as an equal with Finance and commercial areas.
• Judgment and firmness: You know how to evaluate feasibility, negotiate conditions, and, when necessary, say no to protect the company's profitability and service standards.
• Cross-functional and global articulation: You are capable of "distributing the play" excellently, with the ease to influence a global-local matrix, knowing when to adopt global standards and when to propose local adjustments supported by the business.
• Resilience and focus: Serenity to absorb contingencies and the critical day-to-day operation without losing sight of the long-term transformation agenda.

Now for the good stuff:

We are a company full of happy and motivated people... and we don't want that to change! Here are some reasons why you will love being part of the Cabify family.

🏥 100% covered health insurance

💸 Monthly credit to test our Cabify App

🤸 Flexible hours and way of working!

🎉 Fun events to enjoy with your team

👩🏽‍🎓 Personal and professional development programs

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 their background, gender, religion, orientation, age, or ability.

If you are motivated by building—not just maintaining—if you are interested in a business that is being invented while it operates, and if you believe a team can perform highly without burning out, we want to meet you.

Join us!