Care & Service Operations Lead

About the role

Careem is seeking a highly analytical, hands‑on Operations Lead to drive precision, vendor governance and service quality across its customer and Captain support ecosystem. You will own queue health, SLA performance and CSAT integrity while bridging Care Operations, Product, Tech and external partners.

Key responsibilities

• Query raw system data (SQL/Trino) to investigate SLA breaches, CSAT fluctuations and operational anomalies.
• Own vendor accountability across BPO partners, executing audits and calibration sessions.
• Monitor daily Customer and Captain SLA performance, proactively mitigating breaches and backlog bottlenecks.
• Partner with Product and Tech to scope, test (UAT) and launch workflow automations, authoring SOPs for high‑friction processes.
• Build weekly performance decks, translate complaint trends into scalable agent coaching and align cross‑functional leads on priorities.

Required profile

• Master's degree in Business Administration, Data Analytics, Operations Management or related field.
• 2‑3 years experience in Care Operations, Quality Assurance or Customer Experience in a high‑volume, multi‑vendor environment.
• Proven track record mapping end‑to‑end customer and Captain journeys and converting insights into workflow fixes.
• Strong stakeholder management serving as the primary operational bridge between Care Ops, Product, Tech, Marketing and ground teams.

Required skills

• SQL
• Trino
• Google Workspace
• Microsoft Office Suite

What we offer

• 4 days office, 1 day remote plus 30 days of global remote work per year.
• Unlimited vacation days.
• Healthcare benefits and fitness reimbursements.
• Opportunities to learn from inspiring colleagues and grow in a purpose‑driven organisation.