Careem is on a mission to build the Everything App for the greater Middle East, simplifying how people move, order food and groceries, manage payments, and more. Since 2012, the company has empowered over 2.5 million Captains, served more than 70 million customers, and created a thriving platform for regional talent and entrepreneurs. Operating in over 70 cities across 10 countries, Careem is now entering a new era driven by AI. The Automation & AI Manager role, based in Karachi, Pakistan, is a hands-on position within the Care Analytics, Automation, and Project Management team. This role focuses on program managing automation solutions, delivering data-driven insights, and leading projects that transform how Careem serves its users across the region by streamlining operations and enhancing customer experience.
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 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 manage and support the rollout of AI-enabled solutions that improve care efficiency and quality.
- Lead change management initiatives to ensure successful adoption of automation tools across Careem’s regional care teams.
- Support care strategy development by liaising with functional teams across verticals.
- Manage cross-functional projects, overseeing dependencies, timelines, risks, and stakeholder communication.
- Localize and deploy solutions tailored to market-specific requirements and compliance in regions such as UAE, Jordan, and KSA.
- Explore and pilot emerging AI/ML technologies including NLP, conversational AI, and RPA to advance automation capabilities.
- Develop clear documentation of systems, workflows, and success metrics to ensure scalability and transparency.
- Translate real-world data into actionable features, signals, and insights.
- Enhance monitoring and performance of machine learning models.
- Foster a team culture focused on learning, iteration, and accountability.
- Track and analyze key performance metrics such as contact rate, deflection rate, NPS/CSAT, automation accuracy, and FCR, providing actionable recommendations for continuous improvement.
- Champion a “Care-First Automation” approach that leverages technology to elevate customer experience beyond cost reduction.
Required Qualifications:
- Bachelor’s or Master’s degree in Computer Science, Data Science, Statistics, or a related technical field.
- Over 6 years of experience in machine learning program management or analytics, preferably within tech, e-commerce, or service excellence sectors.
- Strong Python programming skills, especially with libraries like pandas, NumPy, and scikit-learn.
- Solid 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 complex data insights into business strategies and measurable outcomes.
- 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-based tools.
- Knowledge of model deployment and monitoring workflows such as Airflow or MLflow.
- Passion for solving operational challenges impacting customers, captains, and partners.
- A GitHub profile or portfolio showcasing relevant projects is a plus.
- Opportunity to work on AI and data analytics challenges at a regional scale that directly improve lives and business outcomes.
- Collaboration with a motivated team that values continuous learning and practical impact.
- Insight into how AI is transforming mobility, delivery, and digital services in emerging markets.
- Flexible work arrangements including a four-day office week with one remote day, plus the option to work remotely globally for 30 days annually.
- Healthcare coverage and fitness reimbursements for activities such as gym memberships and training classes.
- Inclusive work environment aligned with Equal Employment Opportunity policies, ensuring fair treatment regardless of protected status.
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