Careem is hiring a

Global Care Operations Director

Al Gharbia, United Arab Emirates

Do you want to help build a world-class institution from the region, experience the thrill of being part of a high-growth technology company, and improve people’s lives?

There is only one way to build an awesome institution: to attract exceptionally talented people who are aligned with the mission of the organisation and make them partners in success. At Careem, our mission is to simplify the lives of people, initially through solutions that make transportation in the region reliable, and over time, through disruptions in payments and logistics. In the process, we want to build an organisation that inspires and become a world-class institution from the region.

We have had a phenomenal start. Founded in 2012 by former entrepreneurs and McKinsey alums, Careem is an innovative transportation service operational in 33 cities from Turkey to Pakistan. With 30% monthly growth, we are one of the fastest growing companies in the region. Our recipe for success has been a team that thrives on challenges, is passionate about solving problems, is not afraid to work super hard, and is a true partner in the company through generous stock option grants. We have attracted strong regional and international investors and are positioned on the cusp of significant scale. Read more about us in the New York Times or Arabian Business.


ABOUT THE ROLE

As a Global Care Operations Director, you will be required to manage all Careem Care operations globally to deliver superior customer service experience to our customers through voice and digital channels. Some daily responsibilities of yours will include:

  • Manage daily operations for all sites and all channels across all markets
  • Manage voice, e-mail chat and social media channels to ensure highest levels of service
  • Work with the business process innovations team to provide the best quality of interactions
  • Focus on customer satisfaction through agent training and process improvement
  • Implement and achieve customer satisfaction surveys
  • Reduce churn and increase customer retention
  • Work with site/country care managers to improve agent interactions
  • Ensure our partners and vendors are delivering service according to our standards

  • You will need a bachelors degree qualification (or similar)
  • Between 7-10 years experience managing call centres
  • Previous working ensuring high quality customer service through digital and traditional channels
  • Proven people management skills
  • Excellent analytical ability
  • Excellent communication skills in English (written and spoken); Arabic preferred.
  • Other jobs at Careem