Automation & AI Manager

Responsibilities

Program manage the end-to-end automation program roadmap for Careem Care: including but not limited to self-service flows, AI-driven triage, proactive notifications, and escalation automation. Partner with business and care leads across verticals (Food, Quik, Pay, etc.) to analyze contact drivers, disposition trends, and pain points to identify automation and process improvement opportunities. Collaborate with Care and org-wide Engineering, Product, verticals, data science, and Operations to program manage and support roll out AI-enabled solutions that enhance care efficiency and quality of delivery. Drive change management to ensure successful adoption of automation tools across Careem’s regional care teams. Support building care strategy across verticals, closely liaising with functional teams. Lead cross-functional projects, managing dependencies, timelines, and risks while maintaining strong stakeholder communication. Localize and roll out solutions tailored and compliant to each market (UAE, Jordan, KSA). Explore and pilot emerging AI/ML technologies (e.g., NLP, conversational AI, RPA) to enhance Careem’s automation capabilities. Build clear documentation of systems, workflows, and success metrics to support scalability and transparency. Work with real-world data and translate it into features, signals, and insights. Improve the way we serve and monitor machine learning models. Contribute to a strong team culture of learning, iteration, and accountability. Track performance metrics (contact rate, deflection rate, NPS/CSAT, automation accuracy, FCR) and provide insights and recommendations for continuous improvement. Translate insights into data-backed actions in coordination with the respective teams. Champion a “Care-First Automation” culture — leveraging technology to elevate the customer experience, not just reduce costs.

Requirements

Bachelor’s or Master’s in Computer Science, Data Science, Statistics, or a related technical field. 6+ years of experience working with machine learning program management, analytics in any form- ideally in tech, e-commerce, or service excellence organizations. Solid Python skills, especially with libraries like pandas, NumPy, and scikit-learn. A strong grasp of ML fundamentals like classification, regression, cross-validation, and evaluation metrics. Familiarity with at least one ML framework such as TensorFlow, PyTorch, or XGBoost. Advanced analytical capability: proficiency in SQL, Excel, Power BI / Tableau, or other BI tools. Proven track record of translating data insights into business strategy and measurable impact. Familiarity with CRM and Care platforms (Zendesk, Salesforce, or equivalent) and workflow automation tools.

Preferred Qualifications

Exposure to deep learning techniques in call center. Experience working with large datasets using Spark, Hive, and cloud tools. Familiarity with model deployment and monitoring workflows (Airflow, MLflow, etc.). Interest in solving real operational challenges for customers, captains and partners. A GitHub profile or project portfolio that shows what you’ve built.

Benefits

Healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes. Unlimited vacation days per year. Work 4 days a week in office & 1 day from home. Remotely from any country in the world for 30 days a year.

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.