Operations Senior Director

Hey, it's time for you to join us showing the world we are the company that is changing paradigms, where we revolutionize the hours, minutes and seconds!

Do you want to know why Rappi?

⭐️ WE SEE OPPORTUNITIES where others see problems

⭐️ WE SEE CLOSE where others see distance

⭐️ WE SEE ADRENALINE where others see pressure.

Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender identity, race, religion, nationality, age, disability, training or experience.

Did you like what you have read so far? Find out how you will deliver magic together with us through your Rappi mission 🧡

Check out how it will impact our ecosystem:

Own Rappi's entire value proposition for couriers. This role is accountable for why a professional courier chooses Rappi over any competitor, stays on the platform, and performs at their best. That means controlling every lever that shapes the courier's economic reality and career trajectory: fleet structure, loyalty, pricing, incentives, quality, churn, and real-time balancing.

As part of Rappi, you will be responsible for:

• Fleet strategy: define the gold standard of Rappi's courier fleet globally — who the ideal courier is, what the right fleet composition looks like by city type, and how to get there. Own the Full Timer / Part Timer / Occasional / New taxonomy and the segmentation models that power it.

• Loyalty program: own the full courier loyalty system (Rookie → Diamond VIP), including point mechanics, level thresholds, benefit catalog, city equivalence, Time Off protection, Status Match, and Turbo integration. The loyalty program is the single most important retention mechanism for Full Timers.

• Pricing & incentives: own CPO targets by city, the incentive journey in-app, IPSH equivalence across verticals, and the real-time sequencing model that allocates budget between fleet incentives and user growth depending on supply posture.

• Quality & anti-fraud: own the quality scoring system that determines who gets orders preferentially and who exits the platform. Calibrate for maximum false positive minimization while being ruthless with fraud. Own the governance of discipline and blocking globally.

• Churn management: own the predictive churn model and the intervention playbook for both new RTs (early churn) and established Full Timers. Ensure the model is personalized by segment and root cause.

• Turbo & real-time balancing: own the decision framework for when to activate fleet incentives vs. redirect to user growth, with a minimum 60-minute forecast horizon. Own fleet quadrant management (Cash Cows, Backbone, Shock Absorbers, Firefighters).

• Dispatch strategy inputs: define the loyalty and quality inputs that feed into the dispatch algorithm. Own the business logic of Position + Level + Quality = Assigned RT — even if engineering owns the implementation.

• Team: hire, develop, and retain a high-performing team of senior managers and specialists across fleet structure, loyalty, pricing, quality, churn, and turbo ops

Good and now, what are the requirements for me to be part of this neon universe?

• 8+ years of progressive experience in operations, strategy, or product at a marketplace, gig economy platform, or consumer tech company. At least 3 years in a senior leadership role managing cross-functional teams.

• Deep understanding of supply-demand dynamics in on-demand platforms. Has operated in a context where supply quality and retention are as important as supply volume.

• Strong analytical foundation: comfortable with segmentation models, cohort analysis, incentive ROI frameworks, and financial modeling. Does not need to build everything personally but knows when the numbers are right.

• Proven ability to manage large, complex cross-functional programs involving product, data, finance, and city operations simultaneously.

• High business judgment: knows how to make tradeoffs between short-term fulfillment and long-term fleet quality without losing sight of either.

• Operator mindset: this is not a purely strategic role. The person needs to get into the details, know the metrics cold, and hold the team accountable to outcomes — not just outputs.

• Fluent in Spanish; strong English proficiency for global stakeholder communication.

Worker type:

Regular

Company:

Rappi Technology Mexico

For more information check our website https://about.rappi.com/es and check our reviews on Glassdoor https://acortar.link/Eqm07Q

we are waiting for you to build and deliver the magic together! #Rappi 🧡