Senior Operations Lead - Logistics

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 70 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:

Supreme Customer Service is fundamental at Careem, and we want to wow our Captains (drivers) every time!

What you'll do

• Clearly understand the fleet needs, behaviors and motivations and use that understanding to improve Customer experience on the platform
• Fleet Quality - Work cross-functionally to drive preemptive CX improvement actions via product, policy and on-ground operations to ensure optimal fleet quality
• Day-Day Supply Operations - ensure optimal experience across all verticals on a daily basis. Identify and solve ops issues in  real time.
• Leverage insights from analytics data by providing analyses, reports and dashboards for ops initiatives
• Stakeholder Management - Coordinate with internal and external stakeholders to provide an overview of platform experience and identify opportunities for improved experience and growth
• Facilitate product roll outs on a needs basis: drive adoption, govern go to market process
• Listen attentively to the voice of Customers and Captains and provide meaningful insight to improve their experience on the platform
• Actively contribute to the data-driven environment of Careem with best practices, methodology and data visibility.
• Analyze data to make decisions and continuous process improvements to deliver a consistent world-class customer experience
  

What you'll need

• Ability to get hands-on in a complex operational environment, manage multiple tasks and work with tight deadlines
• Confident, outgoing, and with a predisposition to learn and teach others
• Ability to effectively troubleshoot problems and work collaboratively within a team environment
• A strong understanding of the operations and ability to comb through large data sets to find actionable insights to drive business goals.
• Experience working within a similar role and industry is highly desirable
• Educated to BS/MS level (or equivalent) within a subject relevant to the position
• Proficiency in Microsoft Excel
• 2-3 years of experience in professional environment
• Strong analytical and communication skills (both verbal and written)
• Comfortable with Powerpoint and Excel
• Fast Learner

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.