Operations Experience Lead

Careem is on a mission to create the Everything App for the greater Middle East, simplifying daily life by seamlessly integrating transportation, food and grocery ordering, and payments. 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 enters its next phase powered by AI, it is seeking a dynamic Operations Lead to focus on enhancing the experience and engagement of Captains. This role is vital in managing day-to-day ground operations with an emphasis on key experience metrics, driving initiatives that improve Captain satisfaction, retention, and engagement. Based in Pakistan, the position works closely with teams in the UAE across Experience, Operations, and Marketing to ensure a consistent and high-quality Captain experience across all touchpoints.

Key Responsibilities

- Lead the design and implementation of programs aimed at increasing Captain satisfaction and engagement, particularly within the UAE market.
- Collaborate with UAE operations, marketplace, and communications teams to ensure all Captain interactions embody Careem’s core values of empathy, support, and transparency.
- Establish continuous feedback mechanisms to gather Captain insights and translate them into actionable improvements.
- Improve the quality of service delivered by Captains through targeted training, behavioral programs, and initiatives driven by feedback.
- Analyze Captain feedback, complaints, and behavioral data to identify key factors influencing satisfaction and attrition.
- Partner with analytics and operations teams to track the impact of experience initiatives using KPIs such as Net Promoter Score (NPS), retention, and engagement metrics.
- Prepare comprehensive reports and strategic recommendations for UAE leadership based on data insights and performance outcomes.
- Act as a liaison between Pakistan-based support functions and UAE market teams to ensure alignment on priorities, communication, and results.
- Support the UAE Care team with escalations, Captain feedback reviews, and policy enforcement as required.
- Contribute to quarterly business reviews and cross-functional planning sessions focused on continuous enhancement of the Captain experience.

Required Qualifications

- Bachelor’s degree in Business, Marketing, Operations, or a related discipline; Master’s degree is preferred.
- At least 3 years of experience in customer or partner experience, operations, or community engagement roles.
- Experience working in remote or regional support environments is an advantage.
- Strong analytical and problem-solving skills with the ability to utilize data for informed decision-making.
- Excellent written and verbal communication skills in English and Urdu.
- Demonstrated ability to manage stakeholders effectively and execute projects successfully.
- A strong empathy-driven mindset with a genuine passion for improving both Captain and customer experiences.

Preferred Qualifications and Benefits

- Opportunity to collaborate with inspiring colleagues and industry experts in a purpose-driven organization focused on regional impact.
- Continuous learning and career development opportunities within a rapidly evolving technology environment.
- Flexible work arrangements including four days in the office and one remote day per week, plus the option to work remotely from any country for up to 30 days annually.
- Unlimited vacation days to promote a healthy work-life balance.
- Access to comprehensive healthcare benefits and fitness reimbursements covering gym memberships, health clubs, and training classes.

Careem is an equal opportunity employer committed to fostering diversity and inclusion. The company does not discriminate based on any protected status and collects voluntary demographic data solely for internal monitoring and diversity initiatives. This role offers a unique opportunity to contribute meaningfully to a transformative platform impacting millions of lives across the Middle East and beyond.