Role overview

Careem is building a comprehensive platform across the Middle East that enables mobility, food delivery, grocery shopping, payments, and more. This Senior Strategy and Care Transformation Manager role bridges Operations, Care, Product, and Finance to transform business priorities into structured programs that improve customer experience at scale across 70+ cities in 10 countries.

Key responsibilities

Own and maintain recurring performance review cadences across multiple business lines, including monthly and weekly reviews, goal check-ins, and steering updates, while tracking action items to completion.
Partner with vertical, commercial, and finance leaders to ensure review formats, targets, and metrics remain consistent as the business evolves and build a unified view of operational performance for leadership decision-making.
Lead end-to-end customer experience governance across Product, Operations, and Care by owning L0 metrics including CSAT and Contact Rate, conducting journey mapping workshops, and ensuring policy consistency across platforms.
Design and implement customer-facing policies such as refunds, compensation, and service-recovery thresholds, using segment-led approaches that balance customer experience with operational cost.
Produce regular, company-wide contact rate reports that identify top drivers of customer contact by business line and translate findings into clear product and commercial team requests.
Serve as the connective tissue between Operations, Care, Product, Finance, and Data teams, translating strategy into structured programs with clear ownership and maintaining visibility of open decisions, dependencies, and risks.
Represent Operations and Care in cross-functional forums and leadership reviews while collaborating with Data and Analytics partners to conduct root-cause analysis that drives roadmap decisions.

Requirements

Minimum 5 years of experience in operations strategy, program management, business operations, or a related analytical and cross-functional role.
Demonstrated track record of owning and delivering recurring reporting or business-review cadences with senior stakeholders.
Strong analytical capabilities including comfort working with dashboards and raw data to build narratives and support decision-making.
Experience designing or governing customer-facing policies, preferably in a marketplace, e-commerce, delivery, or platform business context.
Excellent stakeholder management skills with ability to align teams from Product, Finance, Commercial, and Operations who may have different starting perspectives.
Comfort navigating ambiguity and building structure in addition to executing within established frameworks.
Familiarity with workforce management, vendor operations, or AI-enabled quality and automation tooling is advantageous but not required.

What makes this role worth considering

This position offers the opportunity to drive measurable impact across one of the region’s largest platforms, working directly with leadership to shape how the business operates. You will influence customer policy decisions, reduce friction through data-driven root-cause fixes, and strengthen execution across teams that span operations, product development, and finance.