About the role:

The Agent Manager will be responsible for all PAY product roll-outs throughout the Careem network.
This is a critical role that will shape the overall success of CareemPAY and includes several dimensions. As the Agent Manager at Careem, you will be taking full ownership of steering all go-to-market activities, ongoing customer satisfaction and driving demand.
The role will report into the Director of Agent Operations, CareemPAY

Key responsibilities:

Ensure product SOPs are followed
Collaborate with Product teams pre-rollout on testing & PMF: see demos, bug bashes & A/B testing support, define success KPIs and ensure local input
Stakeholder management
Ensure effective alignment & collaboration between headquarters and countries
Customer feedback
Leverage all customer communication channels to share user feedback & experience
Product onboarding/trainings
Develop effective localised product onboarding & training
Frontliner training
Ensure frontline agents are trained to resolve and escalate issues effectively

Role Requirements:

BA/BS degree or above
3-4 years of project management and operations
Experience developing & executing the go-to-market strategy
Intermediate level data analysis skills
A fast learner with a good sense of judgment and original thinking
Ability to thrive in ambiguity and adjust quickly to change
A commercial mindset with experience building business cases from market research and analysis
Excellent communication, presentation and analytical skills
Experience in ride-hailing and mobility is a bonus

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