Are you ready to build the future of Latin America? 🚀
At Rappi, we build the SuperApp that changes the lives of millions of people every day. We are a team driven by speed, execution, and real results.
This is where things happen. If you are excited by solving real-scale problems, learning at record speed, and seeing the impact of your ideas in a matter of days, this is your place.
Are you passionate about transforming data into strategic decisions? 💼
The challenge
Rappi is growing fast and needs exceptional talent. We’re looking for an Operations Senior Analyst to transform complex challenges into impactful opportunities for millions of users in LatAm.
Your challenges
1. KPI ownership and live operations
Responsible for supporting the achievement of the vertical’s KPIs: total delivery time, cancellation rate, defect rate, adoption, and releases.
Active management of operational segments: Assign, To Store, RT Waiting Time, and Delivery Time.
Real-time monitoring of store coverage, orders with high releases, and restaurants with elevated RT Waiting; decides whether to turn off underperforming stores or activate saturation levers.
Leads shift opening and closing: handoff, logbook, incident consolidation, and recording of key metrics (hourly adoption).
2. Live support leadership
Coordinates and trains support agents (full-time and part-time): shifts, response standards, and quality of service.
Defines and improves the average response time to couriers and partners via WhatsApp.
Escalates and documents the root cause of critical incidents: app outages, incentive failures, earnings payments, and assignment algorithm errors.
Directly handles complex cases involving couriers and restaurants when operations require it.
3. Courier fleet strategy
Recruitment and activation: outreach campaigns and mass contact with applicants, external RTs, and reactivated users.
Performance: weekly ranking, improvement plan for RTs with room to improve, database cleanup, and churn reactivation.
Relationships with local spokespersons and identification of productivity and distance efficiencies by turbo zone.
4. Fieldwork, brands, and commercial reporting
Visits to brands and focus areas: RT audits, improvement opportunities, and support for new technology pilots.
Weekly operational meeting with KAMs/AGMs: overall metrics and worst-performing brands, concluding with action items and follow-up.
Audits and reports as input for commercial decisions; weekly findings shared on Slack.
Automation of reports and operational workflows, including the use of AI.
You will be a great fit
2–3 years in operations, last-mile logistics, quick commerce, or delivery.
Experience leading operational or support teams (on-site or remote) and managing a fleet of delivery drivers.
Track record of managing delivery SLAs and designing incentives for distributed workforces.
Experience working with commercial teams, turning operational data into actionable business insights.
Tech profile
What you need to master
Spreadsheets (Excel, Google Sheets) | Intermediate
BI and Data Visualization (Power BI, Looker) | Intermediate
Preferred: Workflow automation, use of AI applied to operations, WhatsApp Business at scale.
What makes you different
Analytical thinking and decision-making under pressure using real-time data.
Leadership and ability to coordinate people in the field and remotely.
Relationship-building and negotiation with delivery drivers, local representatives, restaurants, and the sales team.
Field-oriented: frequent visits to brands and operational areas.
Continuous improvement mindset: documents, standardizes, and automates.
We believe our talent deserves the best tools to make an impact with purpose.
Chile 🇨🇱
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.