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CareemPrivate

Care & Service Operations Lead

Careem

Full-timeLahorePK

Job details

Careem is seeking a highly analytical and results-driven Care & Service Operations Lead for their Lahore, Pakistan office. This role is crucial for driving operational precision, vendor governance, and service quality across customer and Captain support. The successful candidate will be responsible for queue health, SLA performance, and CSAT integrity, acting as a bridge between various internal teams and external vendor partners. Key responsibilities include data analysis using SQL/Trino, vendor accountability, SOP creation, performance monitoring, and collaborating with Product and Tech for workflow automations. Applicants should hold a Master's degree in Business Administration, Data Analytics, Operations Management, or a related field, with 2-3 years of experience in Care Operations, Quality Assurance, or Customer Experience, preferably in a high-volume tech environment. The position offers a 4-day in-office work week (1 day remote) and 30 days of remote work from any country, along with unlimited vacation days.

Advertised position

Care & Service Operations Lead

Qualification: Master's degree in Business Administration, Data Analytics, Operations Management, or a related field.
Experience: 2-3 years in Care Operations, Quality Assurance, or Customer Experience, ideally within a high-volume, multi-vendor mobility or tech environment. Strong analytical mindset with hands-on ability to query raw databases (SQL/Trino) to conduct independent root-cause deep dives beyond high-level dashboard summaries. Proven track record in mapping end-to-end customer and Captain journeys, identifying operational friction points, and converting insights into structural workflow fixes. Exceptional written communication skills with expertise in drafting clear, comprehensive SOPs, executive escalation write-ups, and process flows to support platform migrations. Direct experience in managing third-party vendor partners (BPOs), holding partners accountable to stringent QA/SLA benchmarks, and running calibration programs. Strong stakeholder management skills, capable of serving as the primary operational bridge between Care Ops, Product, Tech, Marketing, and ground teams. Excellent verbal and visual communication skills, with proficiency in building executive-ready decks and documents (Google Workspace / MS Office Suite) and delivering on-floor training. Able to break down complex operational issues into clear, data-backed solutions.

Job overview

Source

Careem

Qualification

Master's degree in Business Administration, Data Analytics, Operations Management, or a related field.

Type

Full-time

Location

Lahore

Listed

2h ago

How to apply

  1. 1Apply for this job by filling out the online application form.
  2. 2Provide your First Name, Last Name, Email, Phone, Country, and Location (City).
  3. 3Attach your Resume/CV (accepted file types: pdf, doc, docx, txt, rtf) or enter manually.
  4. 4Optionally, attach a Cover Letter.
  5. 5Provide your Current Employer and Current Job Title.
  6. 6Optionally, provide your LinkedIn Profile.
  7. 7Indicate how you learned about the role at Careem.
  8. 8Indicate if you have seen Careem's content on social media and specify the platform if yes.
  9. 9Indicate what influenced your decision to apply for a role at Careem.
  10. 10Indicate if you have previously worked at Careem.
  11. 11Optionally, self-identify your gender identity.
  12. 12Provide your current country of location.
  13. 13Provide your current monthly salary (gross in local currency).
  14. 14Provide your monthly salary expectations (gross in local currency).

Rules & eligibility

  • Careem does not discriminate based on any protected group status under any applicable law.
  • Collection of demographic information is for internal purposes only (equal employment opportunity monitoring and diversity initiatives).

Details extracted automatically from the official advertisement — always verify against the original ad before applying.

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