Senior Strategy and Care Transformation Manager

Careem is hiring a Senior Strategy and Care Transformation Manager in Dubai for a cross-functional role spanning Operations, Care, Product and Finance. The position converts business priorities into structured programs and uses data, governance and customer-policy design to improve service consistency and scalability. As an individual contributor, the manager will own performance-review cadences, customer-experience governance, policy design and cross-functional execution.

Key Responsibilities

• Own recurring weekly and monthly performance reviews, steering updates, targets and action tracking.
• Build a reliable consolidated view of operational and customer-experience performance for leadership.
• Align Product, Operations and Care around journey-level priorities and consistent service policies.
• Lead experience reviews, journey-mapping workshops and gap-closure plans.
• Own Careem-level customer experience metrics such as CSAT and Contact Rate for Care.
• Design and roll out customer-facing policies covering refunds, compensation and service recovery.
• Develop cohort-based policies that balance customer experience, value and operating cost.
• Own company-wide contact-rate reporting and identify root causes that require product or commercial action.
• Coordinate Operations, Care, Product, Finance and Data teams through structured programs.
• Represent Operations and Care in governance forums and maintain visibility of decisions, dependencies and risks.

Requirements

• 5+ years in operations strategy, program management, business operations or a related analytical role.
• Experience owning recurring reporting or business-review cadences with senior stakeholders.
• Strong analytical skills and ability to turn dashboards and raw data into a business narrative.
• Experience designing or governing customer-facing policies in marketplace, e-commerce, delivery or platform businesses is preferred.
• Excellent stakeholder-management skills across Product, Finance, Commercial and Operations.
• Comfort with ambiguity and building structure in evolving environments.
• Exposure to workforce management, vendor operations or AI-enabled quality and automation tools is an advantage.

Key Skills

Business Operations, Strategy, Program Management, Customer Experience, Policy Design, Data Analysis, Stakeholder Management, Governance, AI

Employment Details

• Company: Careem
• Location: Dubai, United Arab Emirates
• Employment Type: Full Time
• Career Level: Mid-Level
• Industry: Technology, Information and Internet; IT Services and IT Consulting

Work Arrangement

Careem describes a flexible working model for full-time colleagues, with office/home working arrangements and remote-work flexibility subject to role requirements.