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Job description / Role
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?
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 6million 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.
Supreme Customer Service is fundamental at Careem, and we want to wow our customers every time! The purpose of the VP Careem Care role is to lead and develop the team in achieving excellent Customer Service Experience for our Customers and Captains. This role is pivotal in achieving our ambition to deliver awesome Customer Service.
RESPONSIBILITIES
- Define the overall Careem Care strategy to deliver our vision across all customer/captain/operations touch points driving an exceptional customer service experience
- Manage quality of service metrics that ensure a premium-quality customer experience enabling us to set a new benchmark in the region
- Design and implement models and standards across the team to continuously improve how we interact with our customers (Customers & Captains)
- Set and over-deliver against aggressive targets in a super fast-paced environment
- Lead high-performing teams across multiple locations who deliver the most beloved service in each city
- Continually assess department structure and create opportunities for growth and succession planning for the team
Requirements
- Experience in managing a multi-site, multi language operation across different geographies
- 15 years total experience including 5 years as a Director or Vice President of Customer Support
- Demonstrated ability to develop, implement, and deliver award winning customer experience in a dynamic, high growth business
- An excellent manager with experience in leading, inspiring and mentoring direct reports and remote teams to ensure professional development and performance
- Proven ability to translate creative ideas into strategic and business logic to all levels of the organization, from executives to front line employees
- Proven experience in understanding the scalability of a growing business and implementing changes to improve service efficiency
- A solid understanding of data analytics to identify and drive innovative ways to improve processes and services
- Knowledge of contact center operations and best practices, but also the ability to develop a team that can resolve issues without relying on scripts
- Great analytical thinker with a passion for data analysis, product/process improvement and problem solving
- Project management skills and ability to easily understand complex business processes
Benefits
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 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.