Senior Strategy and Care Transformation Manager

The Senior Strategy and Care Transformation Manager role at Careem is based in Dubai, United Arab Emirates and supports the delivery of business goals through specialist expertise, sound judgment and effective collaboration. The successful candidate will bring relevant experience, a practical approach to problem-solving and the ability to work with colleagues and stakeholders across functions. This position requires ownership of assigned work, clear communication and a focus on measurable outcomes.

Key Responsibilities

• Lead strategic initiatives to improve customer care operations and service experiences. Assess existing processes, identify pain points and opportunities, build evidence-based business cases, and develop transformation roadmaps with clear milestones and success measures. Use customer insights, operational metrics and root-cause analysis to prioritize changes that improve quality, efficiency and customer outcomes.
• Coordinate cross-functional delivery across care, product, technology and operations teams. Manage dependencies, communicate progress to senior stakeholders, and establish performance tracking to ensure improvements are sustained. Evaluate new tools, automation and AI-enabled approaches where appropriate, balancing service quality, cost, speed and customer trust.
• Maintain accurate documentation, provide timely updates and use relevant data to monitor progress, highlight risks and recommend improvements.
• Collaborate with internal stakeholders and external partners as appropriate to resolve issues and deliver agreed objectives.

Requirements and Qualifications

• Relevant professional experience appropriate to the level of the role; the expected experience range is 6+ Years.
• Bachelor Degree or an equivalent combination of education and relevant experience.
• For roles explicitly designated UAE National or UAEN only, applicants must meet the stated UAE-national eligibility requirement.
• Ability to manage priorities, maintain confidentiality where required and deliver accurate work in a changing environment.

Skills and Competencies

Relevant skills include customer experience, strategy, transformation, analytics, project management, stakeholder management. The candidate should demonstrate analytical thinking, attention to detail, sound organization, professional communication, teamwork and a proactive approach to continuous improvement.

Employment Details

• Employment type: Full-time.
• Location: Dubai, United Arab Emirates.
• Compensation and benefits: To be discussed during the recruitment process and based on the role and candidate's experience.

Application

Submit your application through the external application link provided for this vacancy. Ensure your CV highlights relevant experience, qualifications and role-specific achievements.