Careem is on a mission to create the Everything App for the greater Middle East, simplifying how people move, order food and groceries, manage payments, and more. Since 2012, it has empowered over 2.5 million Captains to earn, served more than 70 million customers, and built a platform for regional talent and entrepreneurs. Operating in over 70 cities across 10 countries, Careem is now entering an AI-driven phase. The Automation & AI Manager will play a hands-on role within the Care Analytics, Automation, and Project Management team, using data and technology to enhance services for customers, captains, and partners. This position involves managing automation programs, delivering data-driven insights, and leading projects that transform user experience across the region.
Key Responsibilities
- Manage the end-to-end automation roadmap for Careem Care, including self-service flows, AI-driven triage, proactive notifications, and escalation automation.
- Collaborate with business and care leads across verticals such as Food, Quik, and Pay to analyze contact drivers, disposition trends, and pain points, identifying opportunities for automation and process improvements.
- Work closely with Engineering, Product, Data Science, and Operations teams to support the rollout of AI-enabled solutions that improve care efficiency and quality.
- Lead change management efforts to ensure successful adoption of automation tools within regional care teams.
- Support the development of care strategies across verticals by liaising with functional teams.
- Oversee cross-functional projects, managing dependencies, timelines, risks, and maintaining clear stakeholder communication.
- Localize and deploy solutions tailored to markets including UAE, Jordan, and KSA, ensuring compliance.
- Explore and pilot emerging AI/ML technologies such as NLP, conversational AI, and RPA to advance automation capabilities.
- Document systems, workflows, and success metrics to enable scalability and transparency.
- Analyze real-world data to extract actionable features, signals, and insights.
- Enhance service and monitoring of machine learning models.
- Foster a culture of learning, iteration, and accountability within the team.
- Track and analyze performance metrics like contact rate, deflection rate, NPS/CSAT, automation accuracy, and FCR to provide insights and recommendations for continuous improvement.
- Translate insights into data-backed actions in coordination with relevant teams.
- Champion a “Care-First Automation” culture that leverages technology to improve customer experience beyond cost reduction.
Required Qualifications
- Bachelor’s or Master’s degree in Computer Science, Data Science, Statistics, or a related technical field.
- At least 6 years of experience in machine learning program management or analytics, preferably in tech, e-commerce, or service excellence sectors.
- Proficient in Python with experience using libraries such as pandas, NumPy, and scikit-learn.
- Strong understanding of machine learning fundamentals including classification, regression, cross-validation, and evaluation metrics.
- Familiarity with at least one ML framework such as TensorFlow, PyTorch, or XGBoost.
- Advanced analytical skills with proficiency in SQL, Excel, and BI tools like Power BI or Tableau.
- Proven ability to translate data insights into business strategies with measurable impact.
- Experience with CRM and care platforms (e.g., Zendesk, Salesforce) and workflow automation tools.
Preferred Qualifications and Benefits
- Exposure to deep learning techniques in call center environments.
- Experience working with large datasets using Spark, Hive, and cloud technologies.
- Knowledge of model deployment and monitoring workflows such as Airflow and MLflow.
- Passion for solving real operational challenges for customers, captains, and partners.
- A GitHub profile or project portfolio demonstrating prior work.
Careem offers a dynamic environment to work on AI and data analytics at a regional scale, driving tangible business outcomes and improving lives. The company fosters a motivated team culture focused on learning and impact, providing opportunities to witness AI’s transformative effects on mobility, delivery, and digital services in emerging markets. Career growth is supported through collaboration with inspiring professionals and flexible work arrangements, including four days in-office and one day remote per week, plus the option to work remotely from any country for 30 days annually. Additional benefits include healthcare coverage and fitness reimbursements for activities such as gym memberships and training classes.
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