Care & Service Operations Lead

About the team

As part of Careem’s mission to simplify and improve lives across the greater Middle East, the Care Operations team serves as the backbone of operational excellence. The team is responsible for ensuring that every customer and Captain interaction reflects the trust people place in Careem—resolving issues with speed and empathy and continuously optimizing the journey experience across all services. 

About the Role

We are seeking a highly analytical, hands-on, and results-driven Care & Service Operations Lead to drive operational precision, vendor governance, and service quality across our customer and Captain support ecosystem. In this role, you will hold end-to-end accountability for queue health, SLA performance, and CSAT integrity, serving as the critical bridge between Care Operations, Product, Tech, and external vendor partners.

What you'll do

• Query raw system data (SQL/Trino) to investigate SLA breaches, CSAT fluctuations, and operational anomalies beyond surface-level dashboards.
• Own vendor accountability across BPO partners, executing independent audits frameworks and calibration sessions to safeguard quality standards.
• Create and update step-by-step SOPs and process flows to keep team procedures accurate 
• Query raw system data (SQL/Trino) to investigate SLA breaches, CSAT fluctuations, and operational anomalies beyond surface-level dashboards.
• Monitor daily Customer and Captain SLA performance, proactively mitigating breaches and eliminating backlog bottlenecks across cross-functional handoffs.
• Partner with Product and Tech to scope, test (UAT), and launch workflow automations, authoring comprehensive SOPs for high-friction processes.
• Build weekly performance decks, translate complaint trends into scalable agent coaching, and align cross-functional leads on operational priorities.

What you'll need

• Master's degree in Business Administration, Data Analytics, Operations Management, or a related field. 
• 2-3 years in Care Operations, Quality Assurance, or Customer Experience, ideally within a high-volume, multi-vendor mobility or tech environment.
• Strong analytical mindset with hands-on ability to query raw databases (SQL/Trino) to conduct independent root-cause deep dives beyond high-level dashboard summaries.
• Proven track record in mapping end-to-end customer and Captain journeys, identifying operational friction points, and converting insights into structural workflow fixes.
• Exceptional written communication skills with expertise in drafting clear, comprehensive SOPs, executive escalation write-ups, and process flows to support platform migrations.
• Direct experience in managing third-party vendor partners (BPOs), holding partners accountable to stringent QA/SLA benchmarks, and running calibration programs.
• Strong stakeholder management skills, capable of serving as the primary operational bridge between Care Ops, Product, Tech, Marketing, and ground teams.
• Excellent verbal and visual communication skills, with proficiency in building executive-ready decks and documents (Google Workspace / MS Office Suite) and delivering on-floor training.
• Able to break down complex operational issues into clear, data-backed solutions. 

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.