Senior Catalog Operations Associate

Job description / Role

What you'll do

Vendor performance monitoring
Review vendor KPIs daily (SLA compliance, ticket completion rate, returned/pending tickets).
Track breaches and escalate to the catalog lead or relevant stakeholders.
Maintain accountability through trackers and dashboards.

Escalations & issue management
Monitor and respond to live issues raised by stakeholders.
Coordinate fixes with the vendor team and provide timely feedback to internal teams.
Document recurring issues for process improvement discussions.

Reporting & analytics
Maintain daily and weekly dashboards for market-level visibility.
Update trackers with vendor performance data and ticket movement.
Prepare and share reporting packs for stakeholders (Ops, Sales, Account Managers).

Planning & capacity management
Collect inflow and capacity data from Jira and vendor reports.
Highlight risks where inflow may exceed capacity and propose adjustments.

Cross-team collaboration
Join syncs with Operations, Sales, and Account Managers to align on launches, blockers, and campaign readiness.
Ensure vendors are briefed and aligned on upcoming priorities.

Training & SOP oversight
Conduct refresher training sessions with vendor teams to maintain SLA and quality.
Draft and update SOPs, communicating changes to vendors.

Process enhancement & automation support
Support ongoing automation initiatives by preparing data, testing outcomes, and tracking adoption.
Suggest and document improvements to reduce manual dependencies within vendor workflows.

What you'll need

Bachelor’s degree in Business, Operations, Computer Science/IT, or related field.
1–3 years’ experience in operations, vendor management, IT systems, or e-commerce.
Strong analytical skills with proficiency in Excel/Google Sheets; familiarity with Jira and Looker preferred.
Excellent communication skills in English and Arabic.
Strong ownership over assigned market operations.
Ability to track and monitor multiple moving pieces without losing detail.
Proactive problem-solving and escalation management.
Collaboration across functions and markets.
Mindset for efficiency, process improvement, and automation.
Ability to interpret KPIs and translate them into clear actions for vendors.

What we’ll provide you

We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:
Work and learn from great minds by joining a community of inspiring colleagues.
Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
Explore new opportunities to learn and grow every day.
Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.

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.