Job detail for Operational Excellence Specialist

Do you want to change the world?

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 mobility for the people who live in them, connecting passengers and drivers with just the push of a button. It is possible that one day cities will be places where no one needs a private car, but we still have a long way to go… will you join us?

In the Customer Experience and Operations team, we are looking for the right person to join us as an Operational Excellence Specialist.

Mission of the role:

Structure the User Experience for your audience, ensuring service quality through deep diagnostics based on data, the voice of the customer, and qualitative analysis. Your mission is to prioritize and drive the Continuous Improvement Roadmap with a systemic approach, executing agile solutions and directly impacting user experience and business profitability.

About the team you will work with:

You will be part of Customer Operations (COPs); a cross-functional team focused on transforming operations through value architecture, governance, performance analysis, and AI-governed automation.

How will you help us achieve our mission?

• Identify friction points and opportunities in the journey through qualitative and quantitative analysis (Voice of the Customer, surveys, usage) to translate them into functional improvement requirements.
• Define, prioritize, and execute the Continuous Improvement Roadmap, ensuring milestones are met on time.
• Act as a Proximity Sensor for control alerts, distinguishing between local tactical noise and real systemic signals.
• Present preliminary analyses in control sessions to determine whether deviations should be resolved with corrective actions or escalated to a deep problem diagnosis.
• Design and execute lightweight automations (No-Code and internal AI) to eliminate manual tasks for your audience.
• Escalate requirements when solutions require structural changes.

What are we looking for?

Education and Experience

• Education: Bachelor's degree in Business Administration, Engineering, Service/UX Design, or related fields.
• Experience: 3-5 years in Continuous Improvement, Customer Experience (CX), Operational Excellence, Process Consulting, or Project Management.

Technical Skills

• Experience & Processes: Proficiency in Design Thinking, Customer Journey Mapping, Agile/Scrum, and problem-solving methodologies.
• Data Analysis: Interpretation of experience and operations metrics in BI platforms (Looker Studio, Tableau).
• No-Code and AI Ecosystem: Experience with No-Code automation tools (N8N, Make) and applied use of AI for operational efficiency.

Soft Skills

• Systemic Vision: Holistic analysis of problems without getting lost in reactive details.
• Healthy Conflict: Assertiveness to reject requests that are out of standard or lack justified impact.
• Focus on Measurable Impact: Orientation toward deliverables with quantitative value and cycle closure.

What do we offer?

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:

📝Permanent contract with a competitive salary

🌍Flexible start and end times so you can organize yourself at your own pace

💸Monthly credit to use on our Cabify App

💰Flexible compensation plans adapted to your needs

🎟️Discounts at restaurants, shops, and gyms

🐶Pet-friendly office so you can bring your furry friend to work

🖥️Work equipment to help you develop all your talent

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. Join us!