Senior Strategy and Care Transformation Manager

The senior manager improves customer-care performance through operational strategy, policy design and cross-functional transformation programmes. The role uses service metrics and customer signals to identify friction, reduce avoidable contacts and defects, improve recovery processes and help teams deliver more consistent customer outcomes. This position is part of strategy, customer care and service transformation and contributes to reliable, professional day-to-day delivery. The successful candidate will follow established procedures, maintain accurate information and work collaboratively with colleagues to achieve agreed standards.

Key Responsibilities

The main responsibilities include the following:

• Lead recurring performance reviews using metrics such as customer satisfaction, contact rate, issue resolution and service quality.
• Design and refine customer policies for refunds, compensation, exceptions and service recovery.
• Translate analysis into practical programmes to reduce avoidable contacts, operational defects and repeat complaints.
• Coordinate cross-functional delivery plans, owners, milestones, dashboards and governance routines.
• Communicate findings and recommendations to senior stakeholders and track whether changes produce measurable outcomes.

A practical understanding of the function, sound prioritisation and timely escalation will help protect quality, safety, cost and customer commitments.

Requirements and Qualifications

• Five or more years in operations strategy, programme management, business operations or a related analytical role is relevant.
• Experience improving customer support, service operations or customer journeys is valuable.
• Strong data analysis, project-management and stakeholder-coordination capabilities are important.
• Candidates should be able to structure ambiguous problems and turn recommendations into sustained operational change.

Candidates should show relevant experience, learn local procedures quickly and meet any required statutory or professional standards.

Skills and Competencies

The role combines analytical rigour, structured problem solving, customer empathy, influence and programme discipline. Clear writing and confident presentations are needed to align teams around priorities, measure benefits and maintain accountability for results.

Employment Details

Employer: Careem. Work location: Dubai, UAE. Employment terms, working schedule, compensation and benefits should be confirmed with the employer during recruitment.