Care & Service Operations Lead

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, 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 entering a new phase driven by AI, seeking innovative problem-solvers to enhance operations, customer experience, and internal systems.

Key Responsibilities

- Analyze raw system data using SQL and Trino to investigate SLA breaches, CSAT fluctuations, and operational anomalies beyond surface-level dashboards.
- Take full ownership of vendor accountability across BPO partners by implementing independent audit frameworks and conducting calibration sessions to maintain quality standards.
- Develop and maintain detailed step-by-step SOPs and process flows to ensure team procedures remain accurate and up to date.
- Monitor daily Customer and Captain SLA performance, proactively addressing potential breaches and eliminating backlog bottlenecks across cross-functional handoffs.
- Collaborate with Product and Tech teams to scope, test (UAT), and launch workflow automations, while authoring comprehensive SOPs for complex processes.
- Prepare weekly performance reports, translate complaint trends into scalable coaching for agents, and align cross-functional teams on operational priorities.

Required Qualifications

- Master’s degree in Business Administration, Data Analytics, Operations Management, or a related discipline.
- 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 independent root-cause analyses beyond dashboard summaries.
- Proven ability to map end-to-end customer and Captain journeys, identify operational friction points, and implement workflow improvements.
- Excellent written communication skills, including drafting clear SOPs, executive escalation documents, and process flows to support platform migrations.
- Direct experience managing third-party vendor partners (BPOs), enforcing QA/SLA benchmarks, and conducting calibration programs.
- Strong stakeholder management capabilities, serving as the operational liaison between Care Operations, Product, Tech, Marketing, and field teams.
- Proficiency in verbal and visual communication, including creating executive-level presentations (Google Workspace/MS Office) and delivering on-floor training.
- Ability to translate complex operational challenges into clear, data-driven solutions.

Preferred Qualifications and Benefits

Careem offers a dynamic environment where you can make a meaningful impact while growing professionally. Employees benefit from working alongside inspiring colleagues and contributing to a purpose-driven organization focused on regional growth. The role includes a flexible work arrangement with four days in the office and one day remote weekly, plus the option to work remotely from any country for 30 days annually. Unlimited vacation days are provided, with tech individual contributors enjoying two office days and three remote days per week.

Additional benefits include healthcare coverage and fitness reimbursements for activities such as gym memberships, health clubs, and training classes. This position provides an excellent opportunity to develop your skills while driving operational excellence in a fast-paced, AI-powered environment.