Captain Experience Manager

About the Company

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 Role

As the Operations Manager within the Experience Team, you will be the driving force behind delivering an exceptional service experience for our Captains and customers. You will be responsible for the full spectrum of Captain quality management, from onboarding and training to performance monitoring, engagement, and long-term capability development. Your work will directly influence how Captains interact with our platform, ensuring they meet quality benchmarks, feel empowered, and become strong brand ambassadors.

What You'll Do

• Quality & Performance: Monitor key service metrics (e.g. CSAT, NPS), lead root-cause analyses, and implement action plans to ensure consistent Captain performance across all verticals.
• Captain Standards & Compliance: Define and uphold quality standards; run audits, spot checks, and compliance programs; work with field teams to address and resolve low-quality behaviors.
• Training & Enablement: Oversee the full Captain training journey — from onboarding to refresher sessions — and create accessible, impactful content informed by operational feedback.
• Engagement & Retention: Drive Captain engagement through events, recognition programs, and tier-based incentives that boost morale, community, and retention.
• Insights & Improvement: Use data and field input to identify experience gaps, automate processes, enhance tools, and track KPIs through dashboards.
• Strategy & Planning: Shape and execute the long-term strategy for Captain quality and experience, aligning initiatives with company goals and scaling best practices across markets.
• Cross-functional Partnership: Collaborate with product, ops, city, and marketplace teams to ensure Captain needs are heard, experience initiatives are aligned, and platform improvements are Captain-centric.
  
  

What You'll Need

• 5+ years of experience in operations, customer experience, or service quality roles (ideally in mobility, logistics, or tech platform environments).
• Proven experience managing large-scale frontline operations or workforce.
• Strong analytical mindset - comfortable working with data tools and KPIs.
• Excellent project management skills; able to handle multiple streams in a fast-paced environment.
• Outstanding communication skills - fluency in English required; regional language proficiency is a plus.