Operations Experience Lead

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

We are seeking a dynamic and operations-focused individual to join our team in a role dedicated to enhancing the experience and engagement of our Captains. This role is pivotal in ensuring the efficient execution of day-to-day ground operations, with a strong focus on key experience KPIs. The ideal candidate will bring a proactive mindset to identifying and resolving operational issues, while also driving initiatives that foster a vibrant and motivated Captain community. We are looking for a highly dynamic and operations-focused individual to join our team as a Supply Lead in the Experience team. In this pivotal role, you will be instrumental in significantly enhancing the experience and engagement of our Captains, who are at the heart of our operations.

Your primary responsibility will be to ensure the best possible experience for our Captains and Customers through the seamless and efficient execution of day-to-day ground operations.

The ideal candidate should possess a proactive and analytical mindset, enabling them to swiftly identify and effectively resolve operational issues as they arise. Beyond problem-solving, you will be expected to conceptualize, develop, and drive innovative initiatives that foster a vibrant, supportive, and highly motivated Captain community. This involves understanding their needs, addressing their challenges, and creating programs that promote loyalty and active participation.

What You’ll Do

• Drive Operational Excellence: Monitor and action key Captain-side experience KPIs to ensure the seamless execution of daily operations and service standards.
• Lead Ground Operations: Oversee and manage on-ground logistics and Captain interactions, ensuring smooth coordination and timely issue resolution.
• Captain Engagement & Community Building: Develop and execute partnership initiatives and organize engagement events to strengthen Captain relationships, foster loyalty, and enhance overall satisfaction
  
  

What You’ll Need

• 3+ years of experience in restaurant onboarding, or partner success — preferably in food delivery, logistics, or marketplace environments.
• Proven experience leading cross-functional teams and working across multiple geographies.
• Strong project management skills with the ability to prioritize and execute in a fast-paced environment.
• Excellent communication and stakeholder management abilities.
  
  

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.