Senior Automation And AI Manager

Job description / Role

About the role

Careemu2019s mission includes simplifying and improving the lives of people across our region u2014 and Care plays a vital role in making that mission real. As part of the Care Analytics, Automation, and Project Management team, youu2019ll use data and technology to enhance how we serve our customers, captains, and partners. From supporting building automation that reduces effort, to driving analytics that uncover experience gaps, youu2019ll help shape systems that create impact across the region.

This is a hands-on role within Care where youu2019ll program manage automation solutions, deliver data-driven insights, and manage impactful projects. In this hands-on position youu2019ll manage data-led and AI-powered initiatives in Care, support in automating workflows, optimizing performance, getting in-depth data analytics and managing projects that transform how we serve our users, alongside a talented team thatu2019s driving meaningful change.

What youu2019ll do

• Program manage the end-to-end automation program roadmap for Careem Care: including but not limited to self-service flows, AI-driven triage, proactive notifications, and escalation automation
• Partner with business and care leads across verticals (Food, Quick, Pay, etc.) to analyze contact drivers, disposition trends, and pain points to identify automation and process improvement opportunities
• Collaborate with Care and org-wide Engineering, Product, verticals, data science, and Operations to program manage and support rollout of AI-enabled solutions that enhance care efficiency and quality of delivery
• Drive change management to ensure successful adoption of automation tools across Careemu2019s regional care teams
• Support building care strategy across verticals, closely liaising with functional teams
• Lead cross-functional projects, managing dependencies, timelines, and risks while maintaining strong stakeholder communication
• Localize and roll out solutions tailored and compliant to each market (UAE, Jordan, KSA)
• Explore and pilot emerging AI/ML technologies (e.g., NLP, conversational AI, RPA) to enhance Careemu2019s automation capabilities
• Build clear documentation of systems, workflows, and success metrics to support scalability and transparency
• Work with real-world data and translate it into features, signals, and insights
• Improve the way we serve and monitor machine learning models
• Contribute to a strong team culture of learning, iteration, and accountability
• Track performance metrics (contact rate, deflection rate, NPS/CSAT, automation accuracy, FCR) and provide insights and recommendations for continuous improvement
• Translate insights into data-backed actions in coordination with the respective teams
• Champion a u201cCare-First Automationu201d culture u2014 leveraging technology to elevate the customer experience, not just reduce costs

What you need

Must-haves:

• Bacheloru2019s or Masteru2019s in Computer Science, Data Science, Statistics, or a related technical field
• 6+ years of experience working with machine learning program management, analytics in any formu2014ideally in tech, e-commerce, or service excellence organizations
• Solid Python skills, especially with libraries like pandas, NumPy, and scikit-learn
• A strong grasp of ML fundamentals like classification, regression, cross-validation, and evaluation metrics
• Familiarity with at least one ML framework such as TensorFlow, PyTorch, or XGBoost
• Advanced analytical capability: proficiency in SQL, Excel, Power BI/Tableau, or other BI tools with the ability to translate complex data into simple narratives
• Proven track record of translating data insights into business strategy and measurable impact
• Familiarity with CRM and Care platforms (Zendesk, Salesforce, or equivalent) and workflow automation tools

Nice-to-haves:

• Exposure to deep learning techniques in call center environments
• Experience working with large datasets using Spark, Hive, and cloud tools
• Familiarity with model deployment and monitoring workflows (Airflow, MLflow, etc.)
• Interest in solving real operational challenges for customers, captains, and partners
• A GitHub profile or project portfolio that shows what youu2019ve built

What youu2019ll get

• A chance to work on AI problems and data analytics at regional scale that improve lives and drive real business outcomes
• A smart, motivated team that values learning and practical impact
• Flexibility to work remotely, with strong support for collaboration and ownership
• A front-row seat to how AI is transforming mobility, delivery, and digital services in emerging markets

What weu2019ll provide you

• Opportunity to drive impact in the region while you learn and grow
• 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 four days a week in office and one 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 two office days a week and three 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.