Senior Strategy and Care Transformation Manager

• Creates a unified view of customer experience performance across teams.

• Own CSAT and Contact Rate Careem-level L0 metrics for Care.

3. Cohort-Led Customer Policy Design

• Lead the design and rollout of customer-facing policies — refunds, compensation, service-recovery thresholds — balancing customer experience against cost.

• Develop segment-led (cohort-based) policies that treat customers differently based on value and history, while keeping the system simple enough to operate at scale.

• Run the governance forums that keep policy application consistent across markets, and partner with legacy or market-specific teams to bring outlying markets onto a common framework over time.

4. Contact Rate & Product led Defect Reduction

• Own and publish a regular, company-wide contact rate report — tracking performance against target by business line, surfacing the top drivers of customer contact, and translating them into a clear set of ask’s for product and commercial teams.

• Maintain the dashboards and source data that back this reporting, and keep the distribution list and format current as stakeholders change.

• Work with data and analytics partners to keep root-cause analysis sharp enough to drive real roadmap decisions, not just track a number.

5. Cross-Functional Program Management

• Act as the connective tissue between Operations, Care, Product, Finance, and Data teams — translating strategy into structured, trackable programs with clear ownership.

• Represent Operations and Care in cross-functional forums and leadership reviews, and keep a live view of open decisions, dependencies, and risks across workstreams.

Cross-Functional Interfaces & Forums

Key Teams: Care Ops, Product & Engineering, Workforce Management, Vendor Ops, Policy, Data & Analytics, Operations Excellence, Finance

Core Forums:

• Operational governance and Customer experience reviews

• Defect-reduction and Lumina forums

• Automation and AI roadmap reviews

• Program steering committees

• Quarterly and monthly business reviews

What You'll Bring

• 5+ years of experience in operations strategy, program management, business operations, or a related analytical/cross-functional role.

• A track record of owning recurring reporting or business-review cadences with senior stakeholders, end to end.

• Strong analytical skills — comfortable working with dashboards and raw data to build a narrative, not just a chart.

• Experience designing or governing customer-facing policy, ideally in a marketplace, e-commerce, delivery, or platform business.

• Excellent stakeholder management — able to align Product, Finance, Commercial, and Operations partners who don't always start from the same page.

• Comfort with ambiguity: this role is as much about building the structure as running it.

• Familiarity with workforce management, vendor operations, or AI-enabled quality/automation tooling is a plus, though not required.

What Success Looks Like

• A predictable, trusted cadence of performance reviews that leadership relies on.

• Customer policies that are consistent, cohort-aware, and easy to apply across markets.

• A measurable, sustained reduction in customer contact driven by root-cause fixes, not just workarounds.

• Stronger cross-functional execution — fewer dropped handoffs between Operations, Care, Product, and Finance.

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.

• PMO & Partner Operations

Source: Careem careers page