Operations Experience Lead

Careem is on a mission to build the Everything App for the greater Middle East, simplifying how people move, order food and groceries, manage payments, and more. Since 2012, the company has empowered over 2.5 million Captains to earn, served more than 70 million customers, and created a thriving platform for the region’s top talent and entrepreneurs. Operating across more than 70 cities in 10 countries from Morocco to Pakistan, Careem is now advancing into a new era powered by AI. We are seeking a proactive and operations-focused professional to join our Experience team in Pakistan as an Operations Lead. This role plays a vital part in enhancing Captain engagement by managing efficient ground operations and focusing on key experience metrics. The successful candidate will identify and resolve operational challenges while driving initiatives that foster a motivated Captain community. Collaboration with teams in the UAE, including Experience, Operations, and Marketing, will be essential to deliver a consistent and high-quality Captain experience across all channels.

Key Responsibilities

- Lead the design and implementation of programs aimed at boosting Captain satisfaction and engagement, with a particular focus on the UAE market.
- Collaborate closely with UAE-based operations, marketplace, and communication teams to ensure every Captain interaction reflects Careem’s core values of empathy, support, and transparency.
- Develop and maintain systems to continuously collect Captain feedback and convert insights into actionable improvements and process enhancements.
- Improve customer experience by enhancing the quality of service provided by Captains through targeted training, behavior programs, and feedback-driven initiatives.
- Analyze Captain feedback, complaints, and behavioral data to identify key factors influencing satisfaction and attrition.
- Work alongside analytics and operations teams to measure the success of experience initiatives using KPIs such as Net Promoter Score (NPS), retention, and engagement.
- Prepare detailed reports and strategic recommendations for the UAE leadership team based on performance data and insights.
- Act as a liaison between Pakistan-based support functions and UAE market teams to ensure alignment on priorities, communications, and outcomes.
- Support the UAE Care team with escalations, Captain feedback reviews, and policy implementation as required.
- Contribute to quarterly business reviews and cross-functional planning sessions focused on continuous improvement of Captain Experience.

Required Qualifications

- Bachelor’s degree in Business, Marketing, Operations, or a related field; Master’s degree 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 highly desirable.
- 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.
- A genuine empathy-driven mindset with a passion for enhancing both Captain and customer experiences.

Preferred Qualifications and Benefits

Careem offers a unique opportunity to make a meaningful impact in the region while supporting your personal and professional growth. This full-time role provides a flexible work schedule with four days in the office and one day remote per week, plus the option to work remotely from any country for up to 30 days annually. Additional benefits include unlimited vacation days, healthcare coverage, and fitness reimbursements for activities such as gym memberships and training classes. The position fosters a collaborative environment that encourages continuous learning and career development alongside inspiring colleagues dedicated to unlocking regional potential.