Senior Strategy and Care Transformation Manager
Core
Design and govern customer-facing policies, manage performance review cadences, and drive cross-functional programs to reduce customer contact rates and improve experience consistency across Careem's marketplace operations.
Role type
Senior Strategy and Care Transformation Manager (Individual Contributor)
Builds
Structured performance review programs, unified customer experience policies, and defect-reduction initiatives for a multi-market ride-hailing and delivery platform.
Domain
Marketplace operations, customer experience management, and business strategy in the Middle East tech sector.
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Operations strategy, program management, analytical storytelling, customer policy design, stakeholder alignment, ambiguity management
Preferred skills
Workforce management, vendor operations, AI-enabled quality/automation tooling
Technologies
Dashboards, data analytics tools, policy frameworks
Responsibilities
Own recurring performance review cadences and steering updates; align Product, Operations, and Care on journey-level priorities; design and rollout cohort-based customer policies; publish contact rate reports and drive root-cause analysis; act as connective tissue between Operations, Care, Product, Finance, and Data teams
Seniority
Senior, hands-on IC