Operations Experience Lead

Careem is a leading technology platform dedicated to simplifying and enhancing everyday life across the Middle East by offering seamless services such as transportation, food and grocery delivery, and payment management. 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 advances into its next phase powered by AI, it is seeking a proactive and operations-focused professional to join the Experience team as an Operations Lead. This role is vital in boosting Captain engagement and satisfaction, ensuring smooth daily operations, and nurturing a motivated Captain community. Based in Pakistan, the successful candidate will work closely with teams in the UAE to deliver a consistent, high-quality experience across all channels.

Key Responsibilities

Lead the design and execution of initiatives aimed at improving Captain satisfaction, retention, and engagement, with a particular focus on the UAE market. Collaborate closely with UAE operations, marketplace, and communication teams to ensure all Captain interactions reflect Careem’s core values of empathy, support, and transparency. Develop and maintain systems to continuously collect Captain feedback, transforming insights into actionable improvements and enhanced operational processes.

Drive improvements in customer experience by elevating the quality of service delivered by Captains through targeted training, behavioral programs, and feedback-driven initiatives. Analyze Captain feedback, complaints, and behavioral data to identify key drivers influencing satisfaction and attrition. Partner with analytics and operations teams to assess the effectiveness of experience initiatives using key performance indicators such as Net Promoter Score (NPS), retention, and engagement metrics.

Prepare comprehensive reports and strategic recommendations for the UAE leadership team based on data-driven insights. Act as a liaison between Pakistan-based support functions and UAE market teams to ensure alignment on priorities, communication, and outcomes. Support the UAE Care team with escalations, feedback reviews, and policy implementation as required. Contribute to quarterly business reviews and cross-functional planning sessions focused on the continuous improvement of the Captain experience.

Required Qualifications

Bachelor’s degree in Business, Marketing, Operations, or a related field is required; a Master’s degree is preferred. A minimum of 3 years’ experience in customer or partner experience, operations, or community engagement is essential. Experience working in remote or regional support environments is advantageous. Strong analytical and problem-solving skills with a data-driven approach to decision-making are critical. Excellent verbal and written communication skills in English and Urdu are necessary. Proven ability to manage stakeholders and execute projects effectively is required. Demonstrated empathy and passion for enhancing both Captain and customer experiences are highly valued.

Preferred Qualifications and Benefits

Careem offers a dynamic and inclusive work environment where employees can make a meaningful impact while advancing their careers. The company fosters a culture of collaboration and purpose, supporting regional development.

Flexible work arrangements include four days in the office and one day remote per week, with the option to work remotely from any country for up to 30 days annually. Employees enjoy unlimited vacation days and access to healthcare benefits, including fitness reimbursements for gym memberships, health clubs, and training classes. There are ample opportunities for continuous learning and career growth within a vibrant community of talented professionals.

Careem is committed to equal employment opportunities and promotes diversity and inclusion throughout its hiring and workplace practices.