Operations Experience Lead

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 an Operations 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.

The Captain Experience Lead will be responsible for designing and executing initiatives that improve Captain satisfaction, retention, and engagement. While based in Pakistan, this role will work closely with the UAE Experience, Operations, and Marketing teams to ensure consistent delivery of a high-quality Captain experience across channels.

 

What You'll Do

The ideal candidate will have strong communication skills, operational understanding, and empathy for frontline partners, with the ability to manage cross-border collaboration efficiently.

1. Captain Experience & Engagement

• Drive the design and execution of programs that enhance Captain satisfaction and engagement for the UAE market.
• Partner with UAE operations, marketplace, and communication teams to ensure all Captain touchpoints reflect Careem’s standards of empathy, support, and transparency.
• Build mechanisms to continuously capture Captain feedback and translate it into actionable insights and process improvements.
• Enhance the overall customer experience by uplifting the quality of service provided by Captains through training, behavior programs, and feedback-driven initiatives.
  
  

2. Insights & Continuous Improvement

• Analyze Captain feedback, complaints, and behavioral data to identify key drivers of satisfaction and attrition.
• Collaborate with analytics and ops teams to measure the impact of experience initiatives through defined KPIs (NPS, retention, engagement).
• Prepare reports and recommendations for the UAE leadership team based on insights and performance data.
  
  

3. Collaboration & Alignment

• Act as a bridge between the Pakistan-based support functions and UAE market teams, ensuring alignment on priorities, communications, and outcomes.
• Support the UAE Care team on escalations, captain feedback reviews, and policy implementation when required.
• Contribute to quarterly business reviews and cross-functional planning for Captain Experience improvements.
  
  

What You'll Need

• Bachelor’s degree in Business, Marketing, Operations, or related field (Master’s preferred).
• 3+ years of experience in customer or partner experience, operations, or community engagement.
• Experience working in a remote or regional support setup preferred.
• Strong analytical and problem-solving abilities, with comfort using data to make decisions.
• Excellent written and verbal communication in English and Urdu.
• Strong stakeholder management and project execution skills.
• Empathy-driven mindset and passion for improving both Captain and customer experience.

 

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.