AI-Driven Care & Service Operations Lead

Careem; Lahore; On-site; PKR 1,674,000 - 3,013,000; Full time

Benefits offered by this job

Healthcare benefits

Fitness reimbursements

Unlimited vacation days

Remote work options 30 days/year

Job summary

Careem is seeking a Care & Service Operations Lead to drive operational precision across our customer and Captain support ecosystem. You will own queue health, SLA performance, and CSAT integrity, coordinating with Product, Tech, and external partners to raise standards.

Ideal candidates have a master’s degree and 2–3 years in high‑volume operations, with strong SQL/Trino skills and a proven track record in QA, SOPs, and cross‑functional collaboration.

Qualifications

• Master's degree in Business Administration, Data Analytics, Operations Management, or related field.
• 2-3 years in Care Operations, Quality Assurance, or Customer Experience in a high‑volume, multi‑vendor setting.
• Strong ability to query raw databases (SQL/Trino) for deep-dive analysis.
• Experience mapping journeys and driving operational workflow fixes.

Responsibilities

• Own queue health, SLA performance, and CSAT integrity across care and captain support.
• Audit vendor performance with calibration sessions to safeguard quality.
• Draft SOPs and process flows; partner with Product and Tech on automations.
• Create weekly performance decks and coach agents based on trends.
• Lead cross‑functional communication between Care Ops, Product, Tech, Marketing, and field teams.

Skills

SQL/Trino queries

SLA management

Vendor governance

Stakeholder management

Process improvement

Education

Master's degree in related field

Tools

Google Workspace

MS Office

Job description

Careem is seeking a Care & Service Operations Lead to drive operational precision across our customer and Captain support ecosystem. You will own queue health, SLA performance, and CSAT integrity, coordinating with Product, Tech, and external partners to raise standards.

Ideal candidates have a master’s degree and 2–3 years in high‑volume operations, with strong SQL/Trino skills and a proven track record in QA, SOPs, and cross‑functional collaboration.