Careem is building the Everything App for the Middle East, aiming to simplify daily life by offering seamless mobility, food and grocery ordering, payment management, and more. Since its inception in 2012, Careem has empowered over 2.5 million Captains to earn income, served more than 70 million customers, and created a vibrant platform for regional talent and entrepreneurs across 70+ cities in 10 countries. As the company embarks on a new AI-driven phase, it is seeking innovative AI professionals to develop intelligent tools, automate workflows, and drive meaningful impact. This role is focused on improving the experiences of customers, captains, and partners through data-driven automation and analytics within the Care Analytics, Automation, and Project Management team.
Key Responsibilities
Program manage the end-to-end automation roadmap for Careem Care, including self-service flows, AI-driven triage, proactive notifications, and escalation automation. Collaborate closely with business and care leads across various verticals such as Food, Quik, and Pay to analyze contact drivers, disposition trends, and pain points, identifying opportunities for automation and process improvements. Work alongside Engineering, Product, Data Science, and Operations teams to support the rollout of AI-enabled solutions that enhance care efficiency and quality. Lead change management efforts to ensure smooth adoption of automation tools across regional care teams.
Support the development of care strategies across verticals by liaising with functional teams. Manage cross-functional projects by overseeing dependencies, timelines, risks, and stakeholder communications. Localize and implement solutions tailored to market-specific compliance requirements in regions like UAE, Jordan, and KSA. Explore and pilot emerging AI/ML technologies such as natural language processing, conversational AI, and robotic process automation to advance automation capabilities. Develop clear documentation of systems, workflows, and success metrics to promote scalability and transparency.
Work with real-world data to translate it into actionable features, signals, and insights. Enhance the monitoring and performance of machine learning models while fostering a culture of learning, iteration, and accountability within the team. Track and analyze key performance metrics including contact rate, deflection rate, NPS/CSAT, automation accuracy, and first contact resolution to provide actionable recommendations. Champion a “Care-First Automation” approach that leverages technology to elevate customer experience beyond mere cost reduction.
Required Qualifications
Bachelor’s or Master’s degree in Computer Science, Data Science, Statistics, or a related technical field. At least six years of experience in machine learning program management or analytics, preferably within technology, e-commerce, or service excellence sectors. Proficiency in Python, particularly with libraries such as pandas, NumPy, and scikit-learn. Strong understanding of machine learning fundamentals including classification, regression, cross-validation, and evaluation metrics. Experience with at least one machine learning framework such as TensorFlow, PyTorch, or XGBoost.
Advanced analytical skills with expertise in SQL, Excel, and business intelligence tools like Power BI or Tableau. Proven ability to translate complex data insights into actionable business strategies and measurable outcomes. Familiarity with CRM and care platforms such as Zendesk or Salesforce, along with workflow automation tools.
Preferred Qualifications and Benefits
Experience with deep learning techniques in call center environments is a plus. Exposure to handling large datasets using Spark, Hive, and cloud technologies is advantageous. Knowledge of model deployment and monitoring workflows, including Airflow and MLflow, is preferred. A passion for solving operational challenges impacting customers, captains, and partners is highly valued. Candidates with a GitHub profile or portfolio showcasing relevant projects will stand out.
Careem offers the chance to work on impactful AI and data analytics projects at a regional scale within a motivated and learning-oriented team. Employees enjoy a dynamic work environment with a hybrid schedule of four days in-office and one day remote, plus the option to work remotely globally for 30 days per year. Additional benefits include unlimited vacation, healthcare coverage, and fitness reimbursements. Joining Careem means contributing to a purpose-driven organization dedicated to transforming mobility, delivery, and digital services across emerging markets.
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