Senior Shops Operations Lead

Role Overview

Senior Shops Operations Lead at Careem, based in the UAE and Jordan, owning end-to-end marketplace performance for Shops across both markets.

Company Overview

Careem is building the Everything App for the greater Middle East, enabling movement, food and grocery ordering, payments, and more. Since 2012, the company has enabled earnings for over 2.5 million Captains, simplified lives for more than 70 million customers, and operates in 70+ cities across 10 countries, from Morocco to Pakistan. The organization is entering a new chapter powered by AI, focused on applying AI to build tools, automate workflows, and create real impact.

Role Purpose

Own the performance of the Shops marketplace across the UAE and Jordan by managing merchant partner operations, picking excellence, and KPI accountability. Lead strategic initiatives to close performance gaps, improve unit economics, and deliver a delightful customer experience across all marketplace dimensions.

Key Responsibilities

Merchant Operations Performance

• Own the end-to-end performance scorecard for merchant partners across UAE and Jordan, including order acceptance rate, prep time, order accuracy, cancellation rate, and customer contact rate.
• Run the cadence that holds merchants accountable to performance standards.

Strategic Planning & KPI Improvement

• Translate performance gaps into a strategic roadmap identifying top drivers of GMV leakage, AOV underperformance, and take-rate erosion.
• Build initiatives to close performance gaps, from pilot to regional rollout.

Picking Operations Management

• Manage the picking operation embedded within partner stores across UAE and Jordan, including picker productivity, pick-to-pack time, and accuracy.
• Establish training standards, tooling, and process design that partners can run day-to-day.

Unit Economics

• Build and defend the Last-Mile Unit Economics of every merchant cohort, working with Captain Operations to balance delivery cost, speed, and Captain earnings.

Business Reviews

• Run quarterly and monthly business reviews with top merchant accounts using cohort-level data to justify investment or intervention.

Peak Planning

• Lead peak-season readiness planning for Ramadan and Dubai Shopping Festival, including demand forecasting, merchant capacity planning, and picking-team surge staffing.

Team & Cross-Functional Leadership

• Manage a team of Operations Specialists and Leads across both markets.
• Act as the connective tissue between central functions.

Qualifications & Experience

• 4 to 7 years in operations, quick-commerce, last-mile logistics, or retail and e-commerce marketplace roles, with at least 2 years managing teams and external partners directly.
• Experience managing frontline or in-store operations including picking, warehousing, and fulfillment.
• Strong data fluency with Excel, SQL, and BI tools, paired with judgment to know when a number needs conversation, not just a chart.
• Arabic and English fluency preferred.

Skills & Competencies

• Advanced proficiency in Excel and SQL.
• Business intelligence tools expertise.
• Frontline operations knowledge.
• Team and external partner management.

Additional Information

• Willingness to travel regularly between the UAE and Jordan.
• Remote work opportunity: 30 days per year from any country in the world.
• Unlimited vacation days per year.
• Healthcare benefits and fitness reimbursements for gym, health club, and training classes.
• Opportunity to work with inspiring colleagues in a purposeful organization dedicated to creating impact in the region.