Care & Service Operations Lead

Careem is building the Everything App to streamline everyday life across the Middle East by offering services such as transportation, food and grocery delivery, and payment management. Since its inception in 2012, Careem has empowered over 2.5 million Captains to earn income and served more than 70 million customers across 70+ cities in 10 countries, spanning from Morocco to Pakistan. As the company enters a new AI-driven phase, it is seeking innovative problem-solvers to improve operations, enhance customer experience, and optimize internal systems. The Care Operations team is crucial in maintaining operational excellence by ensuring every interaction with customers and Captains is handled with trust, speed, and empathy. Currently, Careem is looking for a Care & Service Operations Lead based in Lahore, Pakistan, to drive operational precision, vendor governance, and service quality within the customer and Captain support ecosystem.

Key Responsibilities
- Analyze raw system data using SQL and Trino to investigate SLA breaches, fluctuations in customer satisfaction (CSAT), and operational anomalies that are not visible through standard dashboards.
- Manage vendor accountability across BPO partners by implementing independent audit frameworks and conducting calibration sessions to uphold quality standards.
- Develop and maintain detailed Standard Operating Procedures (SOPs) and process flows to ensure accuracy and consistency in team operations.
- Monitor daily SLA performance for both customers and Captains, proactively addressing potential breaches and eliminating backlog bottlenecks through collaboration with cross-functional teams.
- Work closely with Product and Technology teams to scope, test (UAT), and launch workflow automations, supported by comprehensive SOP documentation for complex processes.
- Prepare weekly performance reports, translate complaint trends into scalable coaching strategies for agents, and align cross-functional leaders on operational priorities.

Required Qualifications
- Master’s degree in Business Administration, Data Analytics, Operations Management, or a related field.
- 2-3 years of experience in Care Operations, Quality Assurance, or Customer Experience, preferably within a high-volume, multi-vendor mobility or technology environment.
- Strong analytical skills with hands-on experience querying raw databases (SQL/Trino) to perform root-cause analyses beyond high-level dashboards.
- Proven ability to map end-to-end customer and Captain journeys, identify operational friction points, and implement structural workflow improvements.
- Exceptional written communication skills, including drafting clear SOPs, executive escalation documents, and process flows to support platform migrations.
- Direct experience managing third-party vendor partners (BPOs), enforcing strict QA/SLA standards, and conducting calibration programs.
- Excellent stakeholder management skills to act as the primary operational liaison between Care Operations, Product, Technology, Marketing, and field teams.
- Strong verbal and visual communication skills, proficient in creating executive-level presentations (Google Workspace/MS Office) and delivering on-floor training.
- Ability to simplify complex operational challenges into clear, data-driven solutions.

Preferred Qualifications and Benefits
Careem offers a dynamic and inclusive work environment where employees can make a meaningful impact while advancing their careers. The company fosters a collaborative culture with inspiring peers and continuous learning opportunities. The role features a flexible work schedule with four days in the office and one day remote, plus the option to work remotely from anywhere globally for 30 days annually. Additional benefits include unlimited vacation days, healthcare coverage, and fitness reimbursements for activities such as gym memberships and training classes. Careem is committed to equal employment opportunity and diversity initiatives, promoting an inclusive workplace for all employees.