Careem - Senior Strategy and Care Transformation Manager
Requirements
• 5+ years of experience in operations strategy, program management, business operations, or a related analytical/cross-functional role. • A track record of owning recurring reporting or business-review cadences with senior stakeholders, end to end. • Strong analytical skills — comfortable working with dashboards and raw data to build a narrative, not just a chart. • Experience designing or governing customer-facing policy, ideally in a marketplace, e-commerce, delivery, or platform business. • Excellent stakeholder management — able to align Product, Finance, Commercial, and Operations partners who don't always start from the same page. • Comfort with ambiguity: this role is as much about building the structure as running it. • Familiarity with workforce management, vendor operations, or AI-enabled quality/automation tooling is a plus, though not required. • What Success Looks Like • A predictable, trusted cadence of performance reviews that leadership relies on. • Customer policies that are consistent, cohort-aware, and easy to apply across markets. • A measurable, sustained reduction in customer contact driven by root-cause fixes, not just workarounds. • Stronger cross-functional execution — fewer dropped handoffs between Operations, Care, Product, and Finance. • 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 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.) • Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.
Responsibilities
• 1. 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. • 2. End-2-End Customer Experience Governance including ownership of L0 metrics • Aligns Product, Operations, Care around shared journey-level priorities and drive consistent policy and quality of service. • Leads experience reviews, journey mapping workshops, and gap-closure plans. • Ensures policy, process, product, and communication remain consistent even as platforms evolve. • Creates a unified view of customer experience performance across teams. • Own CSAT and Contact Rate Careem-level L0 metrics for Care. • 3. 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. • 4. 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 ask’s 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. • 5. 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. • Cross-Functional Interfaces & Forums • Key Teams: Care Ops, Product & Engineering, Workforce Management, Vendor Ops, Policy, Data & Analytics, Operations Excellence, Finance • Key Teams: • Core Forums: • Core Forums: • Operational governance and Customer experience reviews • Defect-reduction and Lumina forums • Automation and AI roadmap reviews • Program steering committees • Quarterly and monthly business reviews
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