Senior Strategy and Care Transformation Manager

Careem is building the Everything App for the greater Middle East — making it easy to move around, order food and groceries, manage payments, and more. Our purpose is simple: to simplify and improve people’s lives and build an awesome organisation that inspires. Since 2012, Careem has enabled earnings for over 2.5 million Captains, simplified the lives of more than 70 million customers, and built a platform where the region’s best talent and entrepreneurs thrive. We operate in 70+ cities across 10 countries, from Morocco to Pakistan. We’re now entering our next chapter — one powered by AI. We’re looking for AI talent: curious problem-solvers who know how to apply AI to build tools, automate workflows, and create real impact. Whether it’s streamlining operations, enhancing customer experience, or reimagining internal systems — we want people who can make Careem work smarter and move faster. This role sits at the intersection of Operations, Care, Product, and Finance — turning business priorities into structured programs, and using data and policy design to make customer experience consistent, efficient, and scalable across every market and business line we operate in. You'll act as an individual contributor with real strategic influence: owning recurring performance reviews with vertical and market leads, running the analysis that shapes product and commercial roadmaps, and leading the policy decisions that define how the business treats its customers when things go right — and when they don't. Key Responsibilities 1. Performance Governance & Business Reviews • Own the cadence of recurring performance reviews across multiple business lines — monthly and weekly reviews, goal check-ins, and steering updates — ensuring decks are current, owners are clear, and action items get tracked to closure. • Partner with vertical, commercial, and finance leads to keep review formats, targets, and metrics consistent as the business evolves. • Build a single, credible view of operational and customer experience performance that leadership can act on. 2. End-2-End Customer Experience Governance including ownership of L0 metrics • Aligns Product, Operations, Care around shared journey-level priorities and drive consistent policy and quality of service. • Leads experience reviews, journey mapping workshops, and gap-closure plans. • Ensures policy, process, product, and communication remain consistent even as platforms evolve. • 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: