Posted Apr 13, 2026 78 views
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 70+ cities in 10 countries, from Morocco to Pakistan, Careem is now entering a new era driven by AI. The Senior Operations Experience Associate role, based in Karachi, focuses on driving continuous improvements in operations and customer experience by leveraging data analysis and process optimization. This position supports decision-making and operational excellence, helping to streamline workflows and enhance both Captain and customer satisfaction.
Key Responsibilities
- Analyze operational data and customer feedback to identify trends, patterns, and opportunities for improvement.
- Develop comprehensive reports and dashboards to track performance and monitor key performance indicators (KPIs).
- Collaborate with cross-functional teams to propose and implement proactive customer experience improvements through policy, product, and process changes.
- Support product rollouts by monitoring metric adoption and coordinating go-to-market activities.
- Serve as a liaison between Customer Experience, Operations, and Product teams to ensure smooth communication and alignment.
- Create and manage internal communication materials for Captains in Arabic, English, and Urdu.
- Foster a data-driven culture by introducing best practices and methodologies across teams.
- Continuously monitor and optimize processes to enhance both Captain and Customer experiences.
- Provide virtual support to local operations teams, including training, Captain support, and peak management, to ensure quality service delivery.
Required Qualifications
- Strong analytical skills with the ability to work effectively with large datasets.
- Proficiency in reporting tools and advanced Excel capabilities.
- Excellent communication and stakeholder management skills.
- Experience in customer experience, operations, or analytics is preferred.
- Bachelor’s degree in Business, Operations, Data Analytics, or related fields.
Preferred Qualifications and Benefits
Careem offers a dynamic and inclusive work environment where employees can make a significant regional impact while growing professionally. As a full-time team member, you will collaborate with inspiring peers and contribute to a purposeful organization dedicated to unlocking the region’s potential.
The company supports continuous learning and career development and provides a hybrid work model, with four days in the office and one day remote per week. Employees also have the flexibility to work remotely from any country for up to 30 days annually and benefit from unlimited vacation days.
Careem offers comprehensive healthcare benefits and fitness reimbursements, including gym memberships, health clubs, and training classes. The organization values diversity and inclusion, adhering to equal employment opportunity policies and fostering a supportive workplace culture.
This role is ideal for individuals passionate about leveraging data and AI to enhance operational efficiency and customer satisfaction within a fast-growing, tech-driven company.
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