Senior Manager - Care & Support Program Management

Careem

Dubai
Permanent
Full-time

1 month ago

Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region's best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.About The Team
Careem Rides is core to our Everything App ambition. The purpose of this role is to lead the overall function to drive improvements in experience of both our Customers as well as Captains. This role will specifically shape the support experience working closely with the Product, Operations and Commercial teams.What You'll Do

Develop both short- and long-term support and experience strategy for Careem Rides across our network of markets
Define, own and manage care operations metrics and identify areas of improvements across functions
Manage our delivery / execution partners in the delivery of Care and Support services ensuring highest level of both quality and efficiency
Work closely with Product and Tech teams to refine and improve our support product flows
Coordinate effectively with Operations, Commercial and Finance stakeholders to achieve our overall business goals
Plan and manage any required transitions in the Care and Support operating model across both product and operational topics
Stay close to the “voice of customer” through insights and analytics and work backwards to create the right experiences
Contribute to build an awesome work environment with seamless collaboration across a wide set of functions and stakeholders.

What You'll NeedThe ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence, and a strong alignment with our core values: Ownership, Shooting to the moon, Every Experience Matters, Responsible for our communities, Developing each others, Building a lasting institution. Additional qualifications include:

Minimum of 5+ years of experience in care operations / transformation / product management / program management
Strong problem-solving skills with close attention to detail
Ability to work in a complex stakeholder set-up
Data-driven decision making and passionate to work with large sets of data
Experience working within the technology industry/start-up environment is highly desirable, ideal candidate will know the Care and Customer Experience function
Educated to BS/MS level (or equivalent) within a subject relevant to the position such as Computer science, Management Information Systems, or Engineering or Business Administration
A mix of consultancy and operations experience is desirable

What we'll provide youWe offer colleagues the opportunity to drive impact in the region while they learn and grow. As a 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.
Enjoy the flexibility that comes with the trust of being an owner; work in a hybrid style with a mix of days at the office and at 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.

Apply for this Job

Required

First Name *Last Name *Email *PhoneResume/CVDrop files hereAttach or enter manually(File types: pdf, doc, docx, txt, rtf)Cover LetterDrop files hereAttach or enter manually(File types: pdf, doc, docx, txt, rtf)Current Job Title *LinkedIn ProfileCareem is: *Based on your understanding of Careem so far please click on all that applyPurpose driven organisationRun by colleagues who want to create impactAn organisation where making profit is the first rule of businessAn organisation with deep rooted ValuesA organisation with set work hours and working methodologyI applied to Careem because I am inspired by the potential colleagues I will work with at Careem. *I applied to Careem because I feel that I would grow professionally. *I applied to Careem because I feel that the job would enable me to learn new skills *By working at Careem I believe I can drive sustainability efforts in my community and be a change agent in the region. *How did you learn about a role at Careem? *A recruiter from Careem reached out to me and encouraged me to applyI read about Careem in the news.I attended a University event or career fair and met a representative from CareemI had a conversation with a friend or acquaintance who works at CareemI saw a social post and checked out the organisationI saw a Careem speaker at a conference and was encouraged to applyHave you seen Careem content on social media ? *If Yes, please specify the platform (tick all that apply) *LinkedInTwitterTikTokInstagramNot ApplicableIf Yes - do you remember what the content was about? *About the brandCareem colleague highlight/featureAbout a product launchTech relatedComms/PR relatedOtherNot ApplicableIf yes - did the content provide relevant information for you? *If yes - did the content increase your desire to want to work at Careem/apply to work at Careem? *I am applying for a role at Careem because (tick all that apply) *I want to work with like minded individualsI heard about the company's purpose and it resonates with meI heard an executive from Careem and it inspired me to applyI heard Careem has lots of growth opportunities and it resonates well with my personal goals and ambitionsFinancial compensationI am interested in applying for a role at Careem as I am inspired by the professional development opportunities provided and would like to grow within the ranks at the organisation. *I am inspired by the colleagues at Careem and that has encouraged me to apply for a role at Careem *I am applying for a role at Careem because (tick all that apply) *I want to work with like minded individualsI heard about the company's purpose and it resonates with meI heard an executive from Careem and it inspired me to applyI heard Careem has lots of growth opportunities and it resonates well with my personal goals and ambitions

Careem

Apply Now