Care & Service Operations Lead

Careem is on a mission to build the Everything App for the greater Middle East, making everyday activities like transportation, food and grocery ordering, and payments seamless. Since 2012, Careem has empowered over 2.5 million Captains to earn, served more than 70 million customers, and fostered a thriving platform for regional talent and entrepreneurs. Operating across 70+ cities in 10 countries, Careem is now advancing into a new era driven by AI. We seek curious AI professionals who can leverage technology to build impactful tools, automate workflows, and enhance operational efficiency. This role offers the opportunity to contribute to smarter operations, improved customer experiences, and innovative internal systems.

Key Responsibilities
- Analyze raw system data using SQL/Trino to investigate SLA breaches, CSAT fluctuations, and operational anomalies beyond dashboard summaries.
- Own vendor management for BPO partners by executing independent audit frameworks and conducting calibration sessions to maintain quality standards.
- Develop and maintain detailed SOPs and process flows to ensure accuracy and consistency in team procedures.
- Monitor daily Customer and Captain SLA performance, proactively addressing breaches and resolving backlog bottlenecks across cross-functional teams.
- Collaborate with Product and Tech teams to scope, test (UAT), and implement workflow automations, including authoring comprehensive SOPs for complex processes.
- Prepare weekly performance reports, translate complaint trends into scalable coaching programs, and align cross-functional stakeholders 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 analysis beyond high-level dashboards.
- Proven ability to map end-to-end customer and Captain journeys, identify operational friction points, and implement structural workflow improvements.
- Excellent written communication skills, with expertise in drafting clear SOPs, executive escalation documents, and process flows to support platform migrations.
- Direct experience managing third-party vendor partners (BPOs), enforcing QA/SLA standards, and conducting calibration programs.
- Strong stakeholder management capabilities, acting as a key operational liaison between Care Operations, Product, Tech, Marketing, and field teams.
- Proficient verbal and visual communication skills, including the ability to create executive-level presentations (Google Workspace/MS Office) and deliver training sessions.
- Ability to distill complex operational challenges into clear, data-driven solutions.

Preferred Qualifications and Benefits
Careem offers a dynamic environment where employees can make a meaningful impact while growing professionally. Team members benefit from working alongside inspiring colleagues and contributing to a purpose-driven organization focused on unlocking regional potential. The company supports continuous learning and development with opportunities to explore new challenges daily.

Work arrangements include a hybrid model with four days in the office and one day remote, plus the flexibility to work remotely from any country for up to 30 days annually. Tech individual contributors enjoy a schedule of two office days and three remote days per week. Employees have access to unlimited vacation days, healthcare benefits, and fitness reimbursements covering gym memberships, health clubs, and training classes.

This role is ideal for professionals eager to drive operational excellence and innovation within a fast-growing, AI-powered platform serving millions across the Middle East.