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Job description / Role
Do you want to help build a world-class institution from the region, experience the thrill of being part of a high-growth technology company, and improve people's lives?
There is only one way to build an awesome institution: to attract exceptionally talented people who are aligned with the mission of the organisation and make them partners in success. At Careem, our mission is to simplify & improve the lives of people, initially through solutions that make transportation in the region reliable, and over time, through disruptions in payments and logistics. In the process, we want to build an organisation that inspires and become a world-class institution from the region.
Founded in 2012 by former entrepreneurs and McKinsey alums, Careem is the MENA regions leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50+ cities across 11 countries and host over 6million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.
Key Responsibilities
- Serve as a gatekeeper and liaison between multiple local teams of his/her market and the central captain experience team in basecamp (HQ).
- Oversee all captain experiences and journeys in the local market and ensures high quality of service and captain experiences as per policies, standards, and KPIs.
- Process data-points and insights provided by Experience Analytics team into Problem Statements to be taken up for solving for local team
- Lead research, investigation and full root-cause analysis on experience-related topics being problem-solved in own market
- Ensure solution implementation in collaboration with team responsible for execution (Supply Ops, Product etc)
- Aid local team in streamlining business processes for increased productivity, efficiency and standardisation of journeys across the captain experience
- Consistently provide excellent captain experience and represent captain needs and preferences to ensure happiness and retention
- Effectively engage in conflict resolution both internally and externally
Requirements
- Minimum 9+ years of customer experience with a portion focused on experience and journey design with at least 2 years of people management
- Demonstrated strong ability to empathize with customers (captains in this case)
- Passionate and successful track record in championing great experiences, with attention to detail and craftsmanship.
- Extensive communication skills, both written and spoken with open communication channels with captains and other local teams in market and basecamp.
- Ability to effectively problem solve working through operations issues, and helping solve user and technology problems.
- Ability to prioritize and occasionally resolve reported issues.
- Work well under the pressure of multiple projects and deadlines.
- Desire to work at a fast growth company drive and leadership is well appreciated
- Experience in consumer tech/mobile first products/services is strongly preferred
Benefits
We offer an attractive total compensation package, with emphasis on equity compensation, excellent health benefits and monthly Careem credits. You will have a unique opportunity to join a fast-growing company on the ground floor and shape its direction.
About the Company
We are a brand that aims to simplify people's lives by revolutionizing the transportation industry. A brand that strives to inspire everyone it interacts with, and supports every single person who dares to believe. #BeCareem
Careem is the MENA region's leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50+ cities across 11 countries and host over 6 million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.