Operations Experience Lead

Careem is building the Everything App for the greater Middle East, aiming to simplify daily life through seamless transportation, food and grocery ordering, payment management, and more. Since its inception in 2012, Careem has empowered over 2.5 million Captains to earn income, served more than 70 million customers, and created a thriving platform for regional talent and entrepreneurs. Operating in over 70 cities across 10 countries, from Morocco to Pakistan, Careem is now entering an AI-driven phase of growth. We are seeking a motivated, operations-focused professional to join our Experience team as an Operations Lead. This role is vital for ensuring smooth daily ground operations, improving key experience metrics, and fostering a motivated Captain community. Based in Pakistan, the Operations Lead will work closely with teams in the UAE, including Experience, Operations, and Marketing, to deliver a consistent and high-quality Captain experience across all channels.

Key Responsibilities

Lead the design and execution of programs aimed at increasing Captain satisfaction and engagement, with a focus on the UAE market. Collaborate closely with UAE operations, marketplace, and communications teams to ensure all Captain interactions reflect Careem’s core values of empathy, support, and transparency. Establish continuous feedback loops to capture Captain insights and convert them into actionable improvements. Drive enhancements in service quality by implementing targeted training, behavioral initiatives, and feedback-driven programs. Analyze Captain feedback, complaints, and behavioral data to identify key drivers of satisfaction and attrition. Partner with 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 UAE leadership based on data insights and performance metrics. Act as a liaison between Pakistan-based support functions and UAE market teams to ensure alignment on priorities, communication, and outcomes. Support the UAE Care team with escalations, Captain feedback reviews, and policy enforcement when necessary. Contribute to quarterly business reviews and cross-functional planning sessions focused on continuous improvement of the Captain Experience.

Required Qualifications

A Bachelor’s degree in Business, Marketing, Operations, or a related field is required; a Master’s degree is preferred. Candidates should have a minimum of three years’ experience in customer or partner experience, operations, or community engagement. Experience working in remote or regional support environments is an advantage. Strong analytical and problem-solving skills are essential, with a demonstrated ability to make data-driven decisions. Excellent verbal and written communication skills in both English and Urdu are required. Proven ability to manage stakeholders effectively and execute projects successfully. An empathy-driven approach with a genuine passion for enhancing both Captain and customer experiences is critical.

Preferred Qualifications and Benefits

Careem offers a dynamic and inclusive work environment where employees can make a meaningful regional impact while advancing their careers. Full-time employees enjoy collaboration with inspiring colleagues and access to a community of innovative professionals. The company supports continuous learning and career development opportunities. The work schedule is flexible, 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. Employees benefit from unlimited vacation days, comprehensive healthcare coverage, and fitness reimbursements for activities such as gym memberships and training classes. Careem is committed to equal employment opportunity and values diversity and inclusion, welcoming candidates who share the mission of simplifying and improving lives through technology and innovation.