Operations Manager

Are you passionate about turning data into strategic decisions? 💼

The challenge

Rappi is growing fast and needs exceptional talent. We are looking for a Head of Performance Operations who transforms complex challenges into impactful opportunities for millions of users in Brazil.

Your challenges

• As Brazil Head of Operations Performance , you will own the performance of last-mile operations in Brazil, leading the courier network end to end: the balance between supply and demand, delivery quality, service levels, and cost efficiency across all verticals.
• This is a senior leadership role at the frontier of strategy and execution, combining business vision, analytical depth, and the ability to mobilize teams and cross-functional partners to deliver results consistently. You will define the operational performance strategy, sustain SLAs and cancellation rates across all verticals, and raise the productivity and cost-to-serve of the operation, reporting directly to executive leadership.

You will be a great fit

• Strategy, operational efficiency, and service levels (SLA)
• Define and sustain Brazil's operational performance strategy, ensuring delivery SLAs: pickup times, total delivery time, on-time order rate, and customer-perceived quality.
• Maintain healthy cancellation levels across all verticals, managing fleet capacity against external challenges to secure the supply needed to fulfill nationwide demand.
• Raise network productivity: orders per hour, acceptance rate, idle time, and delivery density per courier/area.
• Manage cost per order (CPO), balancing incentives, subsidies, and shift coverage to deliver the best cost-to-service.
• Lead real-time bottleneck resolution, acting on demand peaks, coverage gaps, and operational exceptions with structured contingency plans.
• Standardize and scale processes: define playbooks, rituals, and continuous-improvement initiatives that hold up at national scale.
• Data, planning, and capacity
• Lead demand forecasting by area, day, and time slot to anticipate supply needs.
• Define supply sizing (capacity planning): the required courier base, shift plans, and incentive models to meet demand at the best cost.
• Establish operational performance views (daily/weekly), alerts, and tracking rituals for the operation and executive leadership.
• Turn data into decisions: identify root causes, simulate scenarios, and prioritize the highest-impact actions for the business.
• Define, monitor, and report the operation's OKRs/KPIs to C-level leadership.
• Leadership and team management
• Lead, develop, and engage a team of coordinators and analysts, including managing operational leaders.
• Set priorities, management rituals (dailies, weeklies, reviews), and results-tracking routines.
• Operate cross-functionally and with influence across Growth, Product, Support, Commercial, Finance, and Tech.
• Serve as the reference point and focal contact for critical operational decisions in the areas/regions under your responsibility.
• Requirements and qualifications
• 10+ years of experience in operations, logistics, last mile, marketplaces, or fast-paced tech environments.
• Proven track record in team leadership, ideally managing leaders (coordinators/managers).
• Strong analytical skills and advanced command of Excel/Google Sheets, executive document creation, and C-level presentations.
• SQL knowledge for data extraction and analysis.
• Demonstrated history of data- and metrics-driven decision-making.
• Ability to thrive in a dynamic environment with a sense of urgency and strong results focus.
• Native Portuguese speaker; fluent Spanish and English.
• Availability to work on-site in São Paulo, SP, 3x per week.
• Preferred
• Experience in delivery, e-commerce, mobility, or delivery platforms.
• Solid experience with forecasting, capacity planning, and incentive models.
• Experience reporting to or interacting directly with executive (C-level) leadership.

Tech profile

We believe our talent deserves the best tools to make an impact with purpose.

Brazil 🇧🇷

🌸 Boost Your Impact

• Medical insurance
• Life insurance and funeral assistance
• Dental assistance
• Childcare allowance
• Maternity and paternity benefit
• Access to leisure and culture
• Transportation allowance
• Flexible benefits card
• Digital health platform (psychology and nutrition)
• Mental health support
• Telemedicine
• Physical and mental wellness platform (gyms and apps)

📚 Continuous Learning

• Online learning platform
• Language learning
• Academic partnerships with educational institutions

🚴 Rappi Rhythm

• Premium access to the Rappi app
• Day off in your birthday month

At Rappi, diversity makes us stronger

We believe diverse and inclusive teams build the best products, and we actively seek people of all genders, ages, backgrounds, religions, and sexual orientations. If you want to build the future of Latin America, your place is here.

Will you join the team? At Rappi, the limit is the one you set for yourself. If you are excited about learning in motion and building solutions that scale to millions, we want to meet you.