Opportunity at
CareemCare & Service Operations Lead
Careem runs everyday services across the Middle East, spanning transport, food and grocery ordering, and payments. This full-time, on-site Care and Service Operations Lead job is…
Career Tools
About This Role
Careem runs everyday services across the Middle East, spanning transport, food and grocery ordering, and payments. This full-time, on-site Care and Service Operations Lead job is located in Lahore. The person is responsible for how well support works for customers and Captains, covering queue health, service-level performance and satisfaction scores. The post links Care Operations with Product, Technology and outside vendor partners. The role fits an analyst-minded operations lead who…
Job Description
Careem runs everyday services across the Middle East, spanning transport, food and grocery ordering, and payments. This full-time, on-site Care and Service Operations Lead job is located in Lahore. The person is responsible for how well support works for customers and Captains, covering queue health, service-level performance and satisfaction scores. The post links Care Operations with Product, Technology and outside vendor partners.
The role fits an analyst-minded operations lead who prefers working from raw records instead of summary charts. Typical tasks include pulling records with SQL and Trino to explain missed response targets, dips in satisfaction and unusual activity; checking outsourced partners through independent reviews and calibration meetings; keeping procedures accurate and current; preparing weekly reporting; converting complaint patterns into agent coaching; and partnering with Product and Technology on automation projects from scoping through launch.
The posting presents the company as entering a new stage shaped by AI and wants people who can use AI to automate workflows, simplify operations and improve experience. Applicants should bring around two to three years of service-operations, QA or CX background, ideally in a high-volume setting with several vendors, plus postgraduate training in a business, analytics or operations discipline. No salary figure appears in the post, and no application steps are described.
Responsibilities
- Track service-level results every day for customer and Captain queues, and reduce backlog at team handoffs
- Analyse service-level misses, satisfaction swings and irregular patterns using SQL or Trino
- Audit BPO vendor performance independently and host calibration reviews
- Draft and update procedures and process diagrams
- Work with Product and Tech on designing, validating and rolling out automated workflows
- Build weekly reports and convert complaint themes into coaching for agents
- Keep cross-team leaders in agreement on operational priorities
Requirements
- Roughly two to three years in care operations, QA or customer experience
- Practical ability to work through unprocessed data with SQL or Trino and reach root causes independently
- Know-how in mapping how customers and Captains move through a service and fixing the structural friction
- Track record overseeing outsourced vendors against quality and service-level targets and running calibration
- Writing skill for procedures, leadership escalation notes and process diagrams
- Comfort building executive presentations in Google Workspace or Microsoft Office and leading floor training
- Able to work with care operations, product, technology, marketing and frontline staff
Qualifications
- Postgraduate qualification in a business, analytics or operations discipline
Core Skills
Benefits
- Hybrid week: four days in the office and one day working from home
- Remote work from abroad for up to 30 days a year
- Unlimited vacation days each year
- Healthcare benefits
- Reimbursement for fitness costs such as gyms, health clubs and training classes
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
The listing names Lahore and describes the role as on-site.
Is the position full time?
Yes, the listing marks it as a full-time position.
What salary does the posting offer?
No salary figure appears in the listing.
What experience is required?
The listing asks for two to three years in care operations, QA or customer experience, plus postgraduate training in a business, analytics or operations field.
How do I apply?
The listing does not explain the application steps.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.