Operations Experience Lead

Careem is on a mission to create the Everything App for the greater Middle East, aiming to simplify daily life by seamlessly integrating transportation, food and grocery ordering, and payment management. Since its inception in 2012, Careem has empowered over 2.5 million Captains to earn, served more than 70 million customers, and built a thriving platform for regional talent and entrepreneurs. Operating in over 70 cities across 10 countries—from Morocco to Pakistan—Careem is now advancing into a new era driven by AI. We are looking for a dynamic, operations-focused Operations Lead to join our Experience team in Pakistan. This key role is centered on improving Captain engagement and satisfaction, ensuring smooth daily ground operations, and leading initiatives that foster a motivated Captain community. The position requires close collaboration with teams in the UAE to maintain a consistent, high-quality Captain experience across markets.

Key Responsibilities

- Lead the design and execution of programs aimed at boosting Captain satisfaction and engagement, with a primary focus on the UAE market.
- Work closely with UAE operations, marketplace, and communications teams to ensure all Captain interactions reflect Careem’s core values of empathy, support, and transparency.
- Develop and maintain continuous feedback channels to gather Captain insights and translate them into actionable improvements.
- Enhance customer experience by improving service quality through targeted training, behavior programs, and feedback-driven initiatives.
- Analyze Captain feedback, complaints, and behavioral data to identify key drivers of satisfaction and attrition.
- Collaborate with analytics and operations teams to measure the impact of experience initiatives using KPIs such as Net Promoter Score (NPS), retention, and engagement.
- Prepare detailed reports and provide data-driven recommendations to UAE leadership.
- Act as a liaison between Pakistan-based support functions and UAE market teams to ensure alignment on priorities and communication.
- Support the UAE Care team with escalations, feedback reviews, and policy enforcement when required.
- Contribute to quarterly business reviews and cross-functional planning sessions focused on enhancing the Captain experience.

Required Qualifications

- Bachelor’s degree in Business, Marketing, Operations, or a related field; a Master’s degree is preferred.
- Minimum of 3 years’ experience in customer or partner experience, operations, or community engagement.
- Experience working in remote or regional support environments is advantageous.
- Strong analytical and problem-solving skills, with the ability to leverage data for informed decision-making.
- Excellent written and verbal communication skills in English and Urdu.
- Proven ability to manage stakeholders and execute projects effectively.
- Empathy-driven mindset with a genuine passion for improving both Captain and customer experiences.

Preferred Qualifications and Benefits

Careem offers a vibrant and inclusive work environment where employees can make a meaningful impact across the region while advancing their careers. The company supports a flexible work schedule, including four days in the office and one remote day per week, along with the option to work remotely from any country for up to 30 days annually. Employees enjoy unlimited vacation days, with adjusted office attendance policies for individual contributors in technical roles.

Additional benefits include comprehensive healthcare coverage and fitness reimbursements for activities such as gym memberships, health clubs, and training classes. Careem fosters a collaborative community of inspiring colleagues and provides ample opportunities for continuous learning and professional development within a purpose-driven organization dedicated to regional growth.

As an equal opportunity employer, Careem is committed to diversity and inclusion, ensuring a fair and discrimination-free hiring process and workplace.