Opportunity at
CareemSenior Strategy and Care Transformation Manager
Careem is hiring a Senior Strategy and Care Transformation Manager who will work across Operations, Care, Product and Finance teams. The job is full-time in Dubai,…
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About This Role
Careem is hiring a Senior Strategy and Care Transformation Manager who will work across Operations, Care, Product and Finance teams. The job is full-time in Dubai, with four days a week in the office. The holder is an individual contributor with genuine strategic reach, shaping performance reviews, customer experience policy and commercial plans. Responsibilities start with running the regular cycle of performance reviews across several business lines, keeping decks current…
Job Description
Careem is hiring a Senior Strategy and Care Transformation Manager who will work across Operations, Care, Product and Finance teams. The job is full-time in Dubai, with four days a week in the office. The holder is an individual contributor with genuine strategic reach, shaping performance reviews, customer experience policy and commercial plans.
Responsibilities start with running the regular cycle of performance reviews across several business lines, keeping decks current and making sure actions are tracked to completion. The manager also runs customer experience governance from start to finish, covering company-level L0 indicators for satisfaction and contact rate, and aligns Product, Operations and Care on shared journey priorities.
Designing customer policy is a major focus. The manager would lead the creation and rollout of refund, compensation and service recovery rules, weighing customer experience against cost. They would create cohort-based policies that vary by customer value and history, while keeping them simple to operate across the business. The manager would also issue a recurring contact rate report for the whole organisation, track the main reasons customers reach out, and convert those findings into clear requests for product and commercial teams.
Candidates need at least five years in operations strategy, programme management, business operations or a similar analytical, cross-functional role, plus a history of running recurring business reviews with senior leaders. Background designing customer policy at marketplace, online retail, delivery or platform companies is expected, along with strong stakeholder management and comfort with uncertainty. Some exposure to workforce planning, supplier operations or AI-driven quality tooling would help.
Responsibilities
- Run the recurring performance review cycle across multiple business lines
- Lead customer experience governance, including the CSAT and contact rate L0 metrics
- Design and roll out policies for refunds, compensation and service recovery
- Build cohort-based policies and keep their use consistent across markets
- Issue the organisation-wide contact rate report and turn drivers into product and commercial requests
- Manage cross-functional programmes and track decisions, dependencies and risks
Requirements
- At least five years in operations strategy, programme management, business operations or a comparable role
- Proven experience running regular reporting or business reviews for senior stakeholders
- Strong analytical skills, able to turn dashboards and raw data into a clear narrative
- Experience creating or overseeing customer-facing policy
- Strong stakeholder management across Product, Finance, Commercial and Operations
Qualifications
- Exposure to workforce planning, supplier operations or AI-driven quality and automation tooling
Core Skills
Benefits
- Four office days a week and one day working from home
- Work remotely from abroad for up to 30 days a year, and vacation days are unlimited
- Healthcare cover and fitness reimbursements for gyms, health clubs and classes
- Chances to learn and develop alongside a community of colleagues
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
Dubai, with four days a week in the office and one day from home for full-time colleagues.
What salary is offered?
The posting does not specify a salary.
What experience is required?
At least five years in operations strategy, programme management or business operations, or a comparable analytical role spanning functions.
Is remote working available?
Full-time colleagues may work abroad for up to 30 days a year, and vacation days are unlimited.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.