Senior Operations Associate - Shops

About the role

We're looking for a Senior Operations Associate - Shops to own the performance of our Shops marketplace across the UAE and Jordan. This is a purely marketplace mandate so your world is Shops partners, their in-store picking teams, and the KPIs that determine a delightful customer experience. You'll sit at the intersection of Shops partners operations, strategic planning, and hands-on picking excellence.

What you'll do

• Shops Partners Operations Performance. Own the end-to-end performance scorecard for Shops partners across UAE & JOR - order acceptance rate, prep time, order accuracy, cancellation rate, and customer contact rate and run the cadence that holds Shops accountable to it.
• 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.
• 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.
• Unit Economics. Build and defend the Last-Mile Unit Economics of every Shops partners cohort, working with Captain Operations to balance delivery cost, speed, and Captain earnings.
• Business Reviews. Run quarterly and monthly business reviews with top Shops accounts, using cohort-level data (e.g., "Based on recent cohorts in Abu Dhabi and Amman...") to justify investment or intervention.
• Peak Planning. Lead peak-season readiness planning for Ramadan and Dubai Shopping Festival - demand forecasting, Shops capacity planning, and picking-team surge staffing.

What you'll need

• 1-3 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 judgment to know when a number needs a conversation, not just a chart.
• Willingness to travel regularly between the UAE and Jordan.
• Must be fluent in English; Arabic fluency is 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 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.
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.