Operations Lead - Shops

Careem; Dubai; Hybrid; AED 357,000 - 580,000; Full time

Benefits offered by this job

Healthcare benefits

Unlimited vacation

Fitness reimbursements

Hybrid work model

4 days in office + 1 day remote

Job summary

Careem in Dubai seeks an Operations Lead – Shops to own the performance of our Shops marketplace across the UAE and Jordan. This is a pure marketplace mandate focused on merchant partners, their in-store picking teams, and KPIs that drive customer experience.

You will lead merchant operations, plan strategic initiatives to close gaps in GMV, AOV, and take-rate, manage picking operations, defend unit economics with the operations team, and run quarterly business reviews with top accounts.

Qualifications

• 3–5 years in operations or last‑mile/logistics roles.
• Experience managing frontline operations and external partners.
• Willingness to travel between UAE and Jordan.

Responsibilities

• Own end-to-end merchant performance scorecard for UAE & Jordan.
• Translate performance gaps into a strategic roadmap for GMV, AOV and take-rate improvements.
• Oversee picking operations and training standards across partner stores.
• Defend Last‑Mile unit economics with the operations team.
• Run quarterly and monthly business reviews with top merchant accounts.

Skills

Data fluency

Bilingual (Arabic & English)

Job description

Job Location: Dubai, United Arab Emirates

Work Mode: Hybrid

Date Posted: 8 September 2026

Job Reference/ID: 8640594002

Job Description / Role:

We’re looking for an Operations Lead – Shops to own the performance of our Shops marketplace across the UAE and Jordan. This is a purely marketplace mandate so your world is merchant partners, their in-store picking teams, and the KPIs that determine a delightful customer experience. You’ll sit at the intersection of merchant operations, strategic planning, and hands‑on picking excellence.

Key Responsibilities:

• Merchant Operations Performance. Own the end-to-end performance scorecard for merchant partners across UAE & JOR – order acceptance rate, prep time, order accuracy, cancellation rate, and customer contact rate and run the cadence that holds merchants accountable to it.
• Strategic Planning & KPI Improvement. Translate performance gaps into a strategic roadmap: identify the top drivers of GMV leakage, AOV underperformance, and take‑rate erosion, and build the initiatives that close them, from pilot to regional rollout.
• Picking Operations Management. Manage the picking operation embedded within partner stores across UAE and Jordan – picker productivity, pick-to-pack time, and accuracy, including training standards, tooling, and process design that partners can actually run day‑to‑day.
• Unit Economics. Build and defend the Last-Mile Unit Economics of every merchant cohort, working with Captain Operations to balance delivery cost, speed, and Captain earnings.
• Business Reviews. Run quarterly and monthly business reviews with top merchant accounts, using cohort-level data (e.g., “Based on recent cohorts in Abu Dhabi and Amman…”) to justify investment or intervention.
• Peak Planning. Lead peak‑season readiness planning for Ramadan and Dubai Shopping Festival – demand forecasting, merchant capacity planning, and picking‑team surge staffing.
• Team & Cross-Functional Leadership. Manage a team of Operations Specialists/Leads across both markets, and act as the connective tissue between central functions.

Experience Required:

• 3-5 years in operations, quick-commerce, last‑mile logistics, or retail/e‑commerce marketplace roles, with at least 2 years managing teams and external partners directly.
• Experience managing frontline or in-store operations (picking, warehousing, fulfillment) – you’ve been on the floor, not just in the dashboard.
• Willingness to travel regularly between the UAE and Jordan.

Skills Required:

• Strong data fluency (Excel/SQL and BI tools) paired with the judgment to know when a number needs a conversation, not just a chart.

Languages: Arabic and English fluency preferred

Employment / Job Type: Full Time

• Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year.
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.

About the Company:

A Dubai based everyday super app offering ride hailing, food and grocery delivery, and digital payments. Owned by Uber, it serves cities across the region with teams in technology, operations, marketing and customer experience.

Company Industry: Logistics & Supply Chain

Department / Functional Area: Operations

Closing Date: Not mentioned (apply as soon as possible)