Careem is hiring a

Customer Operations Director

Dubai, 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 27 cities from Morocco 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

Reporting to the VP Careem Care, this role is responsible for the day to day operations and delivery of an exceptional customer experience provided by the Careem Care team, covering Captains support, Corporate and Consumers contact centres. You will be directly involved in the growth and Development of the Careem footprint to ensure people, process, tools, capability and capacity are aligned with the short and long term business needs.

Key responsibilities include:

  • Directly manage customers operations in all sites ensuring all qualitative and quantitative goals are met including achieving service level targets and high performance standards in customer service and captain support across all contact channels
  • Shape the future of the global operations team and implement the long term vision of Careem Care Operating Model including new operations setup
  • Responsible for workload forecasting and resources planning to meet the needs of the business based on key company initiatives and growth plan while ensuring that spending is in line with budget
  • Work with global cross functional teams to resolve trending issues affecting the customer experience; detect and prevent problems from recurring
  • Provide leadership to teams, ensuring a culture of ownership and continuous improvement
  • Manage your team's career development to enhance core competencies, achieve stretch objectives and support ongoing training
  • Responsible for weekly/monthly/bi-annual analytical reporting and dashboard management (process and people performance related to efficiency and effectiveness as well as service quality)
  • Closely work with Careem cross functional teams to plan, implement and analyze new global operational initiatives that impact the customers experience
  • Monitor and manage third party providers and partners insuring that the team can provide the highest level of service