Careem is on a mission to build the Everything App for the greater Middle East, aiming to simplify everyday life by making it easier to move around, order food and groceries, manage payments, and more. Since 2012, Careem has empowered over 2.5 million Captains to earn, served more than 70 million customers, and created a thriving platform for top talent and entrepreneurs across 70+ cities in 10 countries. As the company embraces its next chapter powered by AI, it seeks curious and skilled AI professionals to develop innovative tools, automate workflows, and create meaningful impact. The Automation & AI Manager role, based in Karachi, offers a hands-on opportunity to lead AI-driven initiatives within the Care Analytics, Automation, and Project Management team. This role focuses on enhancing customer, captain, and partner experiences through data-driven insights and automation solutions.
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 efforts to ensure successful 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 communication. Localize and implement solutions tailored to specific markets including UAE, Jordan, and KSA, ensuring compliance with local regulations. 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 facilitate scalability and transparency. Analyze real-world data to extract features, signals, and insights, improving machine learning model monitoring and performance. Foster a culture of learning, iteration, and accountability within the team. Track performance metrics including contact rate, deflection rate, NPS/CSAT, automation accuracy, and FCR, providing actionable insights for continuous improvement. Advocate for a “Care-First Automation” approach that leverages technology to enhance customer experience rather than solely reducing costs.
Required Qualifications
Bachelor’s or Master’s degree in Computer Science, Data Science, Statistics, or a related technical field. Minimum of 6 years’ experience in machine learning program management or analytics, preferably within tech, e-commerce, or service excellence sectors. Proficient in Python, especially 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 ML framework like TensorFlow, PyTorch, or XGBoost. Advanced analytical skills with proficiency in SQL, Excel, and BI tools such as Power BI or Tableau. Proven ability to translate complex data insights into business strategies and measurable outcomes. Familiarity 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 is a plus. Experience handling large datasets using Spark, Hive, and cloud-based tools is advantageous. Knowledge of model deployment and monitoring workflows such as Airflow and MLflow is preferred. A passion for solving operational challenges affecting customers, captains, and partners is highly valued. Candidates with a GitHub profile or portfolio showcasing relevant projects will be given preference.
Careem offers the opportunity to work on AI and data analytics at a regional scale, driving real business impact while improving lives. You will join a motivated team that values continuous learning and practical outcomes, gaining a front-row seat to AI’s transformative role in mobility, delivery, and digital services across emerging markets. The company supports career growth and provides a flexible work environment with a hybrid schedule, unlimited vacation days, remote work options, healthcare benefits, and fitness reimbursements. Join Careem to contribute to a purposeful organization dedicated to regional impact and innovation.
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