Senior Strategy and Care Transformation Manager

About the role

Careem is building an app for the Middle East covering ride-hailing, food and grocery ordering and payments, and is now entering an AI-powered phase. This role sits at the intersection of Operations, Care, Product and Finance, acting as an individual contributor with strategic influence. It turns business priorities into structured programs and uses data and policy design to make customer experience consistent, efficient and scalable across markets.

Key responsibilities

• Performance governance: own monthly and weekly performance reviews, goal check-ins and steering updates, with clear owners and tracked action items; keep formats, targets and metrics consistent across business lines.
• Customer experience governance: align Product, Operations and Care on shared journey priorities, lead experience reviews and journey mapping workshops, and own Care-level L0 metrics such as CSAT and contact rate.
• Customer policy design: design and roll out customer-facing policies such as refunds, compensation and service recovery, and develop cohort-based policies that balance experience against cost.
• Contact rate and defect reduction: publish a company-wide contact rate report, maintain the dashboards and source data, and use root-cause analysis to drive product and commercial decisions.
• Program management: connect Operations, Care, Product, Finance and Data teams into structured programs, representing Operations and Care in cross-functional forums and steering committees.

Required profile

• 5+ years of experience in operations strategy, program management, business operations or a related analytical, cross-functional role.
• Track record of owning recurring reporting or business-review cadences with senior stakeholders.
• Experience designing or governing customer-facing policy, ideally in a marketplace, e-commerce, delivery or platform business.
• Strong analytical skills, stakeholder management and comfort with ambiguity.
• Familiarity with workforce management, vendor operations or AI-enabled quality/automation tooling is a plus.

What we offer

• Work 4 days a week in the office and 1 day from home, with 30 days of remote work per year from anywhere.
• Unlimited vacation days per year.
• Healthcare benefits and fitness reimbursement.