Careem is the internet platform for the greater Middle East region. A pioneer of the region's ride-hailing economy, Careem is expanding services across its platform to become the region's everyday Super App. Careem's mission is to simplify and improve the lives of people and build an awesome organisation that inspires. Established in July 2012, Careem operates in over 100 cities across 13 countries and has created more than one million employment opportunities in the region. Careem became a wholly owned subsidiary of Uber Technologies, Inc. in January 2020. www.careem.com

 

About the role:

- Own the Care Experience program management / execution
- Act as the Care interface with all Careem departments, and own the GTM process, ensure care readiness before launching new products & services
- Own the Care Experience / Process design & improvement framework..and work with Care stakeholders to set the standards / benchmarks for Care experience
- Design Care journeys and way of handling
- Design, Create and maintain all Care reply templates and customer Comms. in-line with the Care promise and Brand guidelines
- Create and maintain The Care help center articles / FAQs / Tree
- Deign the IVR experience / tree and self-help
- Design and establish the Care Experience measurement system / VOC survey / CSAT / NPS / CES
- Ensure the integrity and consistency of the design and governance of the business process in collaboration all functions""
- Lead, manage and coach the Care Experience & process team (4 members from Egypt & Pakistan)
 
Requirement:
  • 7-10 years experience including 4 years on the same position (previous experiences managing cross-functional programs / senior stakeholder)
  • Full awareness of Care process / systems / methodologies / KPIs
  • Contact types/ Contact rates
  • Careem Customer & Captain journey
  • Advanced problem solving
  • Process Improvement methodology (6 Sigma certificate is a plus)
  • Advanced Project management skills
  • Excellent Communication skills is a must
  • Ability to manage a large group of stakeholders 
  • Excellent presentation skills.
  • English fluency , spoken & written

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