Remote AI-Driven Care & Ops Strategy Lead

Careem; Dubai; Hybrid; AED 240,000 - 340,000; Full time

Benefits offered by this job

Healthcare benefits

Unlimited vacation days

Remote work 30 days/year

Job summary

Careem is building the Everything App for the greater Middle East — making it easy to move around, order food and groceries, manage payments, and more. This role sits at the intersection of Operations, Care, Product, and Finance — turning business priorities into structured programs and using data to drive policy decisions that scale across markets.

You’ll own recurring performance reviews with vertical and market leads, run analysis shaping product/commercial roadmaps, and guide policy

Qualifications

• 5+ years of experience in operations strategy, program management, or related analytical/cross-functional role.
• Proven track record owning recurring reporting with senior stakeholders end-to-end.
• Strong analytical skills with dashboards and raw data to tell a story.
• Experience designing or governing customer-facing policy in marketplaces or platforms.
• Excellent stakeholder management across Product, Finance, Commercial, and Operations.
• Ability to thrive in ambiguity and build structure as well as run it.
• Familiarity with workforce management, vendor operations, or AI-enabled tooling is a plus.

Responsibilities

• Own cadence of recurring performance reviews across multiple business lines.
• Partner with vertical, commercial, and finance leads to align review formats and targets.
• Build a single, credible view of operational and customer experience performance.
• Lead end-to-end customer experience governance and policy alignment.
• Run governance forums to maintain policy consistency across markets.
• Create a unified view of customer experience performance across teams.
• Own CSAT and Contact Rate metrics for Care.
• Cross-functional program management across Operations, Care, Product, Finance, and Data teams.
• Represent Operations and Care in cross-functional forums and leadership reviews.

Skills

Operations strategy

Program management

Cross-functional collaboration

Analytical skills

Stakeholder management

Ambiguity tolerance

AI/automation tooling

Tools

Lumina

BI dashboards

Job description

Careem is building the Everything App for the greater Middle East — making it easy to move around, order food and groceries, manage payments, and more. This role sits at the intersection of Operations, Care, Product, and Finance — turning business priorities into structured programs and using data to drive policy decisions that scale across markets.

You’ll own recurring performance reviews with vertical and market leads, run analysis shaping product/commercial roadmaps, and guide policy