Senior Captain Performance And Engagement Associate

Job description / Role

About the role

The Senior Captain Performance & Engagement Associate is responsible for driving operational excellence and performance across the Shift Zone Model, ensuring effective captain allocation, adherence to shift plans, and delivery efficiency. This role oversees real-time performance management, zone-level optimization, and coordination between LiveOps, Product, and Supply teams to maintain marketplace balance and improve orders per hour (OPH), captain earnings, and supply reliability.

What you'll do

1. Shift & zone management
Manage daily shift-zone configurations — defining, adjusting, and activating shifts based on demand patterns and operational strategy.
Monitor captain adherence to shift timings and zone boundaries; initiate corrective actions for late logins or zone violations.
Review and implement changes to shift and zone coverage plans using historical data, ensuring 24/7 marketplace readiness (including weekends and peak hours).
Execute and track zone change requests, maintaining captain mapping accuracy and updating operational trackers.

2. Performance tracking & reporting
Maintain and update performance dashboards and daily trackers covering adherence, OPH, and CNF metrics.
Conduct regular analyses on shift/zone performance, identifying inefficiencies and improvement opportunities.
Support leadership with weekly business reviews, presenting insights on fleet performance and shift utilization trends.

3. Stakeholder collaboration
Partner with Product Ops and Engineering on configuration updates (e.g., shift adherence reminders, online blocking logic, and engagement nudges).
Align with Supplier and Acquisition teams for captain communication and compliance on shift commitments.
Coordinate with Experience and Comms teams to deliver targeted educational campaigns and feedback loops for captains.

What you'll need

• 2-3 years of relevant experience with 1-2 years focused on supply operations
• Strong analytical and execution mindset
• Proficiency in Google Sheets, dashboards, and Redash queries
• Excellent coordination and stakeholder management
• Problem-solving under real-time pressure
• Deep understanding of Careem marketplace dynamics

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 the office and 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.