Careem - Senior Shops Operations Lead
Requirements
• 4 - 7 years in operations, quick-commerce, last-mile logistics, or retail/e-commerce marketplace roles, with at least 2 years managing teams and external partners directly. • Experience managing frontline or in-store operations (picking, warehousing, fulfillment) - you've been on the floor, not just in the dashboard. • Strong data fluency (Excel/SQL and BI tools) paired with the judgement to know when a number needs a conversation, not just a chart. • Willingness to travel regularly between the UAE and Jordan. • Arabic and English fluency preferred. • What we’ll provide you • We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to: • Work and learn from great minds by joining a community of inspiring colleagues. • Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential. • Explore new opportunities to learn and grow every day. • Work remotely from any country in the world for 30 days a year with unlimited vacation days per year. • Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.
Responsibilities
• Merchant Operations Performance: Own the end-to-end performance scorecard for merchant partners across UAE & JOR - order acceptance rate, prep time, order accuracy, cancellation rate, and customer contact rate and run the cadence that holds merchants accountable to it. • Merchant Operations Performance: • Strategic Planning & KPI Improvement: Translate performance gaps into a strategic roadmap: identify the top drivers of GMV leakage, AOV underperformance, and take-rate erosion, and build the initiatives that close them, from pilot to regional rollout. • Strategic Planning & KPI Improvement: • Picking Operations Management: Manage the picking operation embedded within partner stores across UAE and Jordan - picker productivity, pick-to-pack time, and accuracy including training standards, tooling, and process design that partners can actually run day-to-day. • Picking Operations Management: • 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. • Unit Economics: • Business Reviews: Run quarterly and monthly business reviews with top merchant accounts, using cohort-level data (e.g., "Based on recent cohorts in Abu Dhabi and Amman...") to justify investment or intervention. • Business Reviews: • Peak Planning: Lead peak-season readiness planning for Ramadan and Dubai Shopping Festival - demand forecasting, merchant capacity planning, and picking-team surge staffing. • Peak Planning: • Team & Cross-Functional Leadership: Manage a team of Operations Specialists/Leads across both markets, and act as the connective tissue between central functions. • Team & Cross-Functional Leadership:
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