Senior Strategy and Care Transformation Manager

About the role

Careem is looking for a Senior Strategy and Care Transformation Manager to lead the design and governance of customer experience across its Middle East operations. The role sits at the intersection of Operations, Care, Product and Finance, turning business priorities into structured programs and data‑driven policies.

Key responsibilities

• Own the cadence of performance reviews and business‑review decks across multiple verticals, ensuring metrics are current and action items are tracked.
• Govern end‑to‑end customer experience by aligning product, operations and care teams around shared journey‑level priorities and L0 metrics such as CSAT and contact rate.
• Design and roll out cohort‑based customer policies (refunds, compensation, service‑recovery) that balance experience with cost and maintain consistency across markets.
• Publish regular contact‑rate reports, analyse root causes and translate findings into clear asks for product and commercial teams.
• Act as the connective tissue between Operations, Care, Product, Finance and Data, translating strategy into trackable programs and representing care in cross‑functional forums.

Required profile

• 5+ years of experience in operations strategy, program management or a related analytical role.
• Proven track record of owning recurring reporting or business‑review cadences with senior stakeholders.
• Strong analytical ability to work with dashboards and raw data to build narratives.
• Excellent stakeholder management across product, finance, commercial and operations teams.
• Comfort with ambiguity and ability to build structure as well as run it.

What we offer

• Hybrid work model – 4 days in office, 1 day remote, plus up to 30 days of full remote work per year.
• Unlimited vacation days and flexible working arrangements.
• Healthcare benefits and fitness reimbursements.
• Opportunities to work with AI‑enabled tools and a fast‑growing regional platform.