Job Description
Careem is building the Everything App for the greater Middle East — making it easy to move around, order food and groceries, manage payments, and more. Our purpose is simple: to simplify and improve people’s lives and build an awesome organisation that inspires.
Since 2012, Careem has enabled earnings for over 2.5 million Captains, simplified the lives of more than 70 million customers, and built a platform where the region’s best talent and entrepreneurs thrive. We operate in 70+ cities across 10 countries, from Morocco to Pakistan.
We’re now entering our next chapter — one powered by AI. We’re looking for AI talent: curious problem-solvers who know how to apply AI to build tools, automate workflows, and create real impact. Whether it’s streamlining operations, enhancing customer experience, or reimagining internal systems — we want people who can make Careem work smarter and move faster.
About the role
The Senior Operations Experience Associate is responsible for driving continuous operational and customer experience improvements through data analysis and process optimization. Based entirely in the office, this role uses insights from data, customer feedback, and product performance to support decision-making and operational excellence.
What you’ll do
- Analyze operational data and customer feedback to identify trends and opportunities for improvement.
- Develop reports and dashboards to track performance and monitor KPIs.
- Collaborate cross-functionally to propose and implement preemptive CX improvements through policy, product, and process changes.
- Support product rollouts, monitor adoption of metrics, and coordinate go-to-market activities.
- Act as a liaison between Customer Experience, Operations, and Product teams to ensure smooth communication and alignment.
- Create and manage internal communication materials for Captains in Arabic, English and Urdu.
- Contribute to a data-driven culture by introducing best practices and methodologies.
- Continuously monitor and optimize processes to enhance both Captain and Customer experiences.
- Support local operations teams virtually (Training, Captain Support, Peak Management) to ensure quality service delivery.
What you’ll need
- Strong analytical skills and ability to work with large datasets.
- Proficiency in reporting tools and Excel.
- Excellent communication and stakeholder management skills.
- Experience in customer experience, operations, or analytics is preferred.
- Bachelor’s degree in business, Operations, Data Analytics, or related fields.
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.
