وصف الوظيفة
Role Overview
Senior Strategy and Care Transformation Manager at Careem, based in the Middle East region. This role sits at the intersection of Operations, Care, Product, and Finance, turning business priorities into structured programs and using data and policy design to make customer experience consistent, efficient, and scalable across every market and business line.
Company Overview
Careem is building the Everything App for the greater Middle East — making it easy to move around, order food and groceries, manage payments, and more. Since 2012, Careem has enabled earnings for over 2.5 million Captains, simplified the lives of more than 70 million customers, and built a platform where the region's best talent and entrepreneurs thrive. The company operates in 70+ cities across 10 countries, from Morocco to Pakistan. Careem is now entering its next chapter powered by AI, seeking talent to apply AI to build tools, automate workflows, and create real impact.
Role Purpose
You will act as an individual contributor with real strategic influence, owning recurring performance reviews with vertical and market leads, running the analysis that shapes product and commercial roadmaps, and leading the policy decisions that define how the business treats its customers across all scenarios. You will be the connective tissue between Operations, Care, Product, Finance, and Data teams, translating strategy into structured, trackable programs with clear ownership.
Key Responsibilities
Performance Governance & Business Reviews
- Own the cadence of recurring performance reviews across multiple business lines — monthly and weekly reviews, goal check-ins, and steering updates — ensuring decks are current, owners are clear, and action items get tracked to closure.
- Partner with vertical, commercial, and finance leads to keep review formats, targets, and metrics consistent as the business evolves.
- Build a single, credible view of operational and customer experience performance that leadership can act on.
End-to-End Customer Experience Governance
- Align Product, Operations, and Care around shared journey-level priorities and drive consistent policy and quality of service.
- Lead experience reviews, journey mapping workshops, and gap-closure plans.
- Ensure policy, process, product, and communication remain consistent even as platforms evolve.
- Create a unified view of customer experience performance across teams.
- Own CSAT and Contact Rate Careem-level L0 metrics for Care.
Cohort-Led Customer Policy Design
- Lead the design and rollout of customer-facing policies — refunds, compensation, service-recovery thresholds — balancing customer experience against cost.
- Develop segment-led (cohort-based) policies that treat customers differently based on value and history, while keeping the system simple enough to operate at scale.
- Run the governance forums that keep policy application consistent across markets, and partner with legacy or market-specific teams to bring outlying markets onto a common framework over time.
Contact Rate & Product-Led Defect Reduction
- Own and publish a regular, company-wide contact rate report — tracking performance against target by business line, surfacing the top drivers of customer contact, and translating them into a clear set of asks for product and commercial teams.
- Maintain the dashboards and source data that back this reporting, and keep the distribution list and format current as stakeholders change.
- Work with data and analytics partners to keep root-cause analysis sharp enough to drive real roadmap decisions, not just track a number.
Cross-Functional Program Management
- Act as the connective tissue between Operations, Care, Product, Finance, and Data teams — translating strategy into structured, trackable programs with clear ownership.
- Represent Operations and Care in cross-functional forums and leadership reviews, and keep a live view of open decisions, dependencies, and risks across workstreams.
- Facilitate operational governance and customer experience reviews.
- Participate in defect-reduction and Lumina forums.
- Participate in automation and AI roadmap reviews.
- Participate in program steering committees and quarterly and monthly business reviews.
Qualifications & Experience
- 5+ years of experience in operations strategy, program management, business operations, or a related analytical/cross-functional role.
- Track record of owning recurring reporting or business-review cadences with senior stakeholders, end to end.
- Experience designing or governing customer-facing policy, ideally in a marketplace, e-commerce, delivery, or platform business.
- Familiarity with workforce management, vendor operations, or AI-enabled quality/automation tooling is a plus, though not required.
Skills & Competencies
- Strong analytical skills — comfortable working with dashboards and raw data to build a narrative, not just a chart.
- Excellent stakeholder management — able to align Product, Finance, Commercial, and Operations partners who do not always start from the same page.
- Comfort with ambiguity and ability to build structure as much as run it.
Additional Information
Work Arrangements
- Work 4 days a week in office and 1 day from home.
- Remote work from any country in the world for 30 days a year.
- Unlimited vacation days per year.
Benefits
- Healthcare benefits.
- Fitness reimbursements for health activities including gym, health club, and training classes.
- Opportunity to work and learn from great minds by joining a community of inspiring colleagues.
- Opportunity to put your passion to work in a purposeful organization dedicated to creating impact in a region with a lot of untapped potential.
- Opportunity to explore new opportunities to learn and grow every day.