Operations Experience Lead

Careem is dedicated to building the Everything App for the greater Middle East, aiming to simplify daily life by making transportation, food and grocery ordering, payments, and more accessible. 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, spanning from Morocco to Pakistan. As the company embarks on a new phase driven by AI, it is seeking innovative problem-solvers to enhance operations, customer experience, and internal systems. We are currently looking for a motivated and operations-focused professional to join our Experience team as an Operations Lead. This role, based in Pakistan, will focus on improving engagement and satisfaction among our Captains and will involve close collaboration with teams in the UAE to maintain a consistent, high-quality Captain experience across multiple channels.

Key Responsibilities

Lead the design and execution of programs aimed at increasing Captain satisfaction and engagement, with a particular focus on the UAE market. Collaborate closely with UAE operations, marketplace, and communications teams to ensure that all Captain interactions reflect Careem’s core values of empathy, support, and transparency. Develop and maintain continuous feedback mechanisms to capture Captain insights and translate these into actionable improvements.

Drive enhancements in customer experience by implementing targeted training, behavior programs, and feedback-driven initiatives. Analyze Captain feedback, complaints, and behavioral data to identify key factors influencing satisfaction and attrition. Partner with analytics and operations teams to measure the success of experience initiatives using key performance indicators such as Net Promoter Score (NPS), retention, and engagement.

Prepare detailed reports and data-driven recommendations for UAE leadership to inform decision-making. Act as a liaison between Pakistan-based support functions and UAE market teams to ensure alignment on priorities, communications, and outcomes. Provide support to the UAE Care team with escalations, Captain feedback reviews, and policy implementation as required. Contribute to quarterly business reviews and cross-functional planning sessions to drive continuous improvements in the Captain Experience.

Required Qualifications

A Bachelor’s degree in Business, Marketing, Operations, or a related field is required, with a Master’s degree preferred. Candidates should have a minimum of three years’ experience in customer or partner experience, operations, or community engagement. Experience working in remote or regional support environments is an advantage. Strong analytical and problem-solving skills are essential, with the ability to leverage data for informed decision-making.

Excellent written and verbal communication skills in English and Urdu are required. Proven capabilities in stakeholder management and project execution are necessary. A mindset driven by empathy and a passion for enhancing both Captain and customer experiences is critical for success in this role.

Preferred Qualifications and Benefits

Careem offers a vibrant and purpose-driven work environment where employees can make a meaningful impact while advancing their careers. As a full-time team member, you will collaborate with inspiring colleagues and industry leaders, benefiting from continuous learning and development opportunities.

The role offers a flexible work schedule, including four days in the office and one day remote per week, with the additional option to work remotely from any country for up to 30 days annually. Employees enjoy unlimited vacation days, healthcare benefits, and fitness reimbursements covering gym memberships, health clubs, and training classes.

Careem is committed to equal employment opportunities and values diversity, ensuring a fair and inclusive hiring process. Join us to help shape the future of mobility and services across the Middle East.