Head of Care

Careem

Pakistan

Ref: OP782-384

Job description / Role

Employment: Full Time

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 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.

Careem is the leading ride hailing platform in Pakistan, clocking close to 200,000 rides a day and growing at 30% every month. The Care organization (including customer and captain support across emails, voice, chat and social media) was set up as a key differentiator to provide superior service to Careems customers and captains. Careem care center is likely to grow into one of the largest centers in Pakistan in a few years time. Over time, Careem also intends to offer its Care services as a platform service (to 3rd party clients). The current care infrastructure is managed entirely through outsourced vendors. As part of Careem's strategy, we plan to transition to a hybrid model i.e. a combination of in-sourced and outsourced operations

As the Care Operations Head, you will be required to manage all Careem Care operations in Pakistan to deliver superior service experience to our customers and captains. The role requires the incumbent to set up a platform for distinctive service levels while driving significant efficiencies that are required for Careem to achieve the expected growth over the next few years.

Key responsibilities will include:
- Set up an in-house care center while performance managing the outsourced vendors
- Manage daily operations for all sites and all channels
- Build a top notch care team that sets the benchmark for care services in the country
- Manage voice, e-mail chat and social media channels to ensure highest levels of service
- Focus on customer satisfaction through agent training and process improvement
- Ensure our partners and vendors are delivering service according to our standards

Requirements

The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative.

- 12+ years of experience leading teams; 7+ in managing and or setting up large contact centres
- Great analytical thinker with a passion for data analysis and product/process improvement
- Proven people leadership skills
- Strong analytical and strategic thinking skills
- Strong orientation to technology

Benefit Summary:
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.

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