Director of Customer Experience & Care

About the Company
Careem is building the Everything App for the greater Middle East — making it easy to move around, order food and groceries, manage payments, and more. Our purpose is simple: to simplify and improve people’s lives and build an awesome organisation that inspires. Since 2012, Careem has enabled earnings for over 2.5 million Captains, simplified the lives of more than 70 million customers, and built a platform where the region’s best talent and entrepreneurs thrive.

We operate in 70+ cities across 10 countries, from Morocco to Pakistan.

We’re now entering our next chapter — one powered by AI. We’re looking for AI talent: curious problem‑solvers who know how to apply AI to build tools, automate workflows, and create real impact. Whether it’s streamlining operations, enhancing customer experience, or reimagining internal systems — we want people who can make Careem work smarter and move faster.

Location:

Dubai, UAE
Reporting to:
Senior Director of Operations
The Director of Customer Experience & Care will lead the transformation of Careem’s customer care organization into a next‑generation, technology‑enabled function that delivers seamless, proactive, and personalized experiences. This role will redefine how customers engage with Careem by incorporating automation, AI, and predictive support, elevating Care from a cost centre to a key driver of customer trust, loyalty, and sustainable growth.

This leader will combine strategic foresight with operational discipline, driving innovation, customer obsession, and continuous improvement across all supported verticals.

• Strategic Leadership & Transformation: Define and execute the global Care strategy, ensure alignment with corporate priorities and market needs; lead Care’s evolution into an intelligent, data‑driven, omnichannel support organization; oversee large‑scale transformation programs spanning vendor consolidation, process modernization, and AI‑led platform integration; build scalable models for proactive, self‑healing support powered by automation and predictive insights.
• Customer Experience Excellence: Champion a customer‑first culture; design and implement proactive Care, Winback, and Trust Restoration initiatives; drive exceptional performance across CSAT, FCR, NPS, and SLA benchmarks; partner with Product, Tech, and Operations to deliver seamless omnichannel experiences and reduce friction across the customer journey.
• Automation, AI, and Technology Enablement: Accelerate adoption of GenAI and conversational AI within Care workflows; partner with the AI Office to deploy machine learning models that generate predictive insights and real‑time support recommendations; lead Care Tech modernization, upgrading CRM, CCaaS, ticketing, and data platforms; champion the development of AI copilots and intelligent triage systems to minimize human intervention and improve resolution time.
• Operational Excellence & Vendor Leadership: Oversee global Care operations, including Customer Relations, Transactions, and Payment Operations; establish governance frameworks, performance KPIs, and quality standards; optimize Care costs and drive efficiencies; ensure business continuity and operational reliability during outages and high‑volume events.
• Data‑Driven Decision Making: Leverage analytics and dashboards to identify root causes, predict trends, and drive continuous improvement; develop and maintain a unified view of customer health, automation ROI, and Care performance; apply data science and A/B testing to validate improvements and forecast impact on satisfaction and retention.
• Leadership & Talent Development: Lead and inspire a multi‑geography team of functional heads; build leadership pipelines across Care Tech, AI operations, and experience design; promote a culture of continuous learning, cross‑functional collaboration, and operational excellence; implement structured coaching and recognition programs to strengthen engagement and retention.
• Governance, Risk & Quality: Enforce policy governance and ethical compliance; implement quality frameworks such as Kaizen, Six Sigma, and COPC; serve as the voice of Careem’s…