Careem - Automation & AI Manager
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Requirements
• At least 2+ years experience in sales or account management; achieving weekly/monthly targets consistently. • Education to degree level; minimum Bachelor’s Degree. • Proficiency in Microsoft office, Excel and similar software tools. • The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative. • Experience in account management with a proven track record in direct and channel sales, especially in closing deals. • Experience in the food & beverage industry. • Highly motivated with a “hunting spirit” to develop new opportunities and grow business in multiple technology dimensions within the Food/Service Providers space. • You are excellent at working in teams and are comfortable collaborating with local, regional and corporate teams in a large cross-functional organization. • Good communicator and excellent at driving solutions in line with industry and local market trends. • Can do, will do attitude and be able to think in a unique way to contribute creatively towards building a solid business pipeline and driving sustainable business. • Highly analytical and meaningful. • Working in pressure situations with stretched targets and limited resources and coming up with smart tech based ideas to solve problems. • 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
• Program manage the end-to-end automation program roadmap for Careem Care: including but not limited to self-service flows, AI-driven triage, proactive notifications, and escalation automation • Partner with business and care leads across verticals (Food, Quik, Pay, etc.) to analyze contact drivers, disposition trends, and pain points to identify automation and process improvement opportunities. • Collaborate with Care and org-wide Engineering, Product, verticals, data science, and Operations to program manage and support roll out AI-enabled solutions that enhance care efficiency and quality of delivery • Drive change management to ensure successful adoption of automation tools across Careem’s regional care teams. • Support building care strategy across verticals , closely liaising with functional teams • Lead cross-functional projects, managing dependencies, timelines, and risks while maintaining strong stakeholder communication. • Localize and roll out solutions tailored and compliant to each market (UAE, Jordan, KSA) • Explore and pilot emerging AI/ML technologies (e.g., NLP, conversational AI, RPA) to enhance Careem’s automation capabilities. • Build clear documentation of systems, workflows, and success metrics to support scalability and transparency. • Work with real-world data and translate it into features, signals, and insights • Improve the way we serve and monitor machine learning models • Contribute to a strong team culture of learning, iteration, and accountability • Track performance metrics (contact rate, deflection rate, NPS/CSAT, automation accuracy, FCR) and provide insights and recommendations for continuous improvement • Translate insights into data-backed actions in coordination with the respective teams • Champion a “Care-First Automation” culture — leveraging technology to elevate the customer experience, not just reduce costs.
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