Senior Manager, PMO & Strategy, Logistics & Care

careem; Dubai; On-site; AED 300,000 - 600,000; Full time

Job summary

Careem is seeking an experienced operations strategy and program management professional to own governance cadences across multiple business lines and drive policy design, customer experience improvements, and cross-functional programs. The role requires strong stakeholder management and the ability to align Product, Finance, Commercial and Operations teams around shared priorities.

The candidate will lead end-to-end reviews, publish dashboards, and run governance forums to ensure policy

Qualifications

• 5+ years in operations strategy, program management, or related analytical cross-functional roles.
• Strong analytical skills; comfortable with dashboards and raw data to build narrative.

Responsibilities

• Own cadence of performance reviews across multiple business lines; track actions to closure.
• Own and publish a regular company-wide contact rate report and drive root-cause analysis for roadmap decisions.
• Lead design and rollout of customer-facing policies, balancing customer experience and cost.
• Align product operations with care around journey-level priorities; drive policy consistency across evolving platforms.
• Act as connective tissue between Operations, Care, Product, Finance and Data to translate strategy into trackable programs.

Skills

Experience with governance

Analytical skills

Stakeholder management

Cross-functional collaboration

Job description

Key Responsibilities

1. Performance Governance amp Business ReviewsOwn the cadence of recurring performance reviews across multiple business lines monthly and weekly reviews goal check-ins and steering updates ensuring decks are current owners are clear and action items get tracked to closure Partner with vertical commercial and finance leads to keep review formats targets and metrics consistent as the business evolves Build a single credible view of operational and customer experience performance that leadership can act on

2. End-2-End Customer Experience Governance including ownership of L0 metricsAligns Product Operations Care around shared journey-level priorities and drive consistent policy and quality of service Leads experience reviews journey mapping workshops and gap-closure plans Ensures policy process product and communication remain consistent even as platforms evolve Creates a unified view of customer experience performance across teams Own CSAT and Contact Rate Careem-level L0 metrics for Care

3. Cohort-Led Customer Policy DesignLead the design and rollout of customer-facing policies refunds compensation service-recovery thresholds balancing customer experience against cost Develop segment-led cohort-based policies that treat customers differently based on value and history while keeping the system simple enough to operate at scale Run the governance forums that keep policy application consistent across markets and partner with legacy or market-specific teams to bring outlying markets onto a common framework over time

4. Contact Rate amp Product led Defect ReductionOwn and publish a regular company-wide contact rate report tracking performance against target by business line surfacing the top drivers of customer contact and translating them into a clear set of ask s for product and commercial teams Maintain the dashboards and source data that back this reporting and keep the distribution list and format current as stakeholders change Work with data and analytics partners to keep root-cause analysis sharp enough to drive real roadmap decisions not just track a number

5. Cross-Functional Program ManagementAct as the connective tissue between Operations Care Product Finance and Data teams translating strategy into structured trackable programs with clear ownership Represent Operations and Care in cross-functional forums and leadership reviews and keep a live view of open decisions dependencies and risks across workstreams strong Cross-Functional Interfaces amp Forums strong Key Teams Care Ops Product amp Engineering Workforce Management Vendor Ops Policy Data amp Analytics Operations Excellence FinanceCore Forums Operational governance and Customer experience reviews Defect-reduction and Lumina forums Automation and AI roadmap reviews Program steering committees Quarterly and monthly business reviews

What You’ll Bring

• 5 years of experience in operations strategy program management business operations or a related analytical cross-functional role A track record of owning recurring reporting or business-review cadences with senior stakeholders end to end Strong analytical skills comfortable working with dashboards and raw data to build a narrative not just a chart Experience designing or governing customer-facing policy ideally in a marketplace e-commerce delivery or platform business Excellent stakeholder management able to align Product Finance Commercial and Operations partners who don’ t always start from the same page Comfort with ambiguity this role is as much about building the structure as running it Familiarity with workforce management vendor operations or AI-enabled quality automation tooling is a plus though not required

• 5+ years of experience in operations strategy, program management, business operations, or a related analytical/cross-functional role.A track record of owning recurring reporting or business-review cadences with senior stakeholders, end to end.Strong analytical skills comfortable working with dashboards and raw data to build a narrative, not just a chart.Experience designing or governing customer-facing policy, ideally in a marketplace, e-commerce, delivery, or platform business.Excellent stakeholder management able to align Product, Finance, Commercial, and Operations partners who don't always start from the same page.Comfort with ambiguity: this role is as much about building the structure as running it.Familiarity with workforce management, vendor operations, or AI-enabled quality/automation tooling is a plus, though not required.