Operations Coordinator

Careem is revolutionizing access to everyday essentials across the Middle East through its Everything App, which simplifies transportation, food and grocery delivery, payments, and more. Since its inception in 2012, Careem has empowered over 2.5 million Captains and served more than 70 million customers across 70+ cities in 10 countries. As the company advances into a new phase driven by AI, it is seeking innovative problem-solvers to enhance operations, customer experience, and internal systems. The Operations Associate role within Careem’s Shops team plays a crucial part in delivering seamless marketplace experiences by supporting partners such as supermarkets, florists, and pharmacies, ensuring operational efficiency, partner satisfaction, and excellent customer service.

Key Responsibilities

- Support operational performance by monitoring critical metrics such as order fulfillment, stock availability, and merchant response times to ensure smooth experiences for both customers and partners.
- Manage partner assistance and relationships by serving as the primary contact for merchants, offering process guidance, resolving issues, and providing necessary support.
- Oversee inventory and assortment management to maintain accurate item listings and stock levels, reducing out-of-stock situations and enhancing customer satisfaction.
- Coordinate promotions and campaigns by assisting merchants in the timely implementation of discounts and offers to maximize sales opportunities.
- Maintain quality and accuracy by ensuring partner catalogs are up-to-date with correct product details, pricing, and availability.
- Provide merchant support by guiding partners in using Careem’s internal tools and systems to optimize order management and operational workflows.
- Improve order flow by collaborating with partners to identify delays and recommend process improvements.
- Work closely with internal teams—including logistics, commercial, and customer support—to ensure efficient daily operations and resolve challenges.
- Track and act on merchant-driven cancellation rates as a key quality indicator, monitor SKU-level stock-outs, and flag recurring catalog issues for correction.
- Own response-time SLA tracking for merchant queries via support channels and conduct periodic catalog audits to detect mispriced, mistagged, or duplicate items before they impact live orders.

Required Qualifications

- Strong analytical skills with the ability to interpret data, extract insights, and make data-driven decisions to improve performance.
- A customer- and partner-focused mindset with excellent relationship management skills and a proactive approach to resolving issues.
- Technical proficiency in using internal dashboards, Excel or Google Sheets, and CRM tools; familiarity with SQL is an advantage.
- Effective problem-solving abilities to identify operational pain points and implement practical solutions.
- Excellent communication skills to engage professionally with vendors and guide them through operational processes.
- Agility and adaptability to thrive in a fast-paced environment, manage multiple priorities, and respond to evolving business needs.

Preferred Qualifications and Benefits

Careem offers a dynamic and collaborative work environment where employees can learn from inspiring colleagues and contribute to impactful regional initiatives. The company provides a flexible work schedule with four days in the office and one day remote, along with the option to work remotely from anywhere in the world for 30 days annually. Employees benefit from unlimited vacation days, comprehensive healthcare coverage, and fitness reimbursements that include gym memberships, health clubs, and training classes. Careem is committed to fostering career growth and development within a purpose-driven organization dedicated to unlocking the region’s potential.