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Job description / Role
Description:
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 organization that inspires and become a world-class institution from the region.
Careem is the MENA regions leading ride-hailing platform and newest Tech Unicorn. With 30% monthly growth, we now operate in 90+ cities across 13+ countries and host over 15 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. Read more about us here and here.
Join us in building a world-class institution in the Middle East and experience the thrill of being part of a high-growth technology company, to improve people's lives
About the Role:
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 Careem's 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
Requirement Summary:
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
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.