Senior Strategy and Care Transformation Manager

Careem
Dubai
Workplace: HybridFull timeFunction: Strategy & Corporate DevelopmentExperience: 5+ yearsSkills: ["Analytical thinking","Stakeholder management","Cross-functional alignment","Comfortable with ambiguity","Program governance"]

Own recurring performance governance for multiple business lines, partnering with vertical, commercial, and finance leads to keep goals, targets, and metrics consistent. Lead end-to-end customer experience governance and L0 metric ownership, including journey mapping and gap-closure plans. Design cohort-led customer policies (refunds, compensation, service recovery) and publish contact rate and defect-reduction reporting. Translate strategy into structured, trackable cross-functional programs and decision forums across Operations, Care, Product, Finance, and Data.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Careem
Careem
1 day ago

Senior Strategy and Care Transformation Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own recurring performance governance for multiple business lines, partnering with vertical, commercial, and finance leads to keep goals, targets, and metrics consistent. Lead end-to-end customer experience governance and L0 metric ownership, including journey mapping and gap-closure plans. Design cohort-led customer policies (refunds, compensation, service recovery) and publish contact rate and defect-reduction reporting. Translate strategy into structured, trackable cross-functional programs and decision forums across Operations, Care, Product, Finance, and Data.
Location: Dubai
Workplace: Hybrid
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Manager level

Key Responsibilities

  • •Own the cadence of recurring performance reviews (weekly/monthly), ensuring decks are current, owners are clear, and action items close.
  • •Lead end-to-end customer experience governance, including journey mapping workshops, gap-closure plans, and ownership of CSAT and Contact Rate L0 metrics.
  • •Design and roll out customer-facing policies (refunds, compensation, service-recovery thresholds) using cohort-led approaches balanced with cost.
  • •Own and publish company-wide contact rate reporting, maintain dashboards/source data, and drive root-cause analysis into product and commercial asks.
  • •Act as cross-functional program connective tissue across Operations, Care, Product, Finance, and Data to manage decisions, dependencies, and risks.

Pay and Benefits

Perks:Health InsuranceGym MembershipPaid LeaveRemote Work

Key Requirements

  • •5+ years of experience in operations strategy, program management, business operations, or a related analytical/cross-functional role.
  • •Track record of owning recurring reporting or business-review cadences with senior stakeholders end to end.
  • •Strong analytical skills to work with dashboards and raw data to build a narrative.
  • •Experience designing or governing customer-facing policy in a marketplace, e-commerce, delivery, or platform business.
  • •Excellent stakeholder management to align Product, Finance, Commercial, and Operations partners, even when priorities differ.
Experience:5+ yearsMarketplaceE-commerceDeliveryPlatform
Skills:Analytical thinkingStakeholder managementCross-functional alignmentComfortable with ambiguityProgram governance
Languages:English

Company Brief

Careem
Careem is a Dubai-based super app offering ride-hailing, delivery, payments and other on-demand services across the Middle East, Pakistan and North Africa, connecting consumers with drivers, merchants and service providers.
Industry: Mobility Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Series E+
Headquarters: Dubai, United Arab Emirates
Founded: 2012
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor