Director of Customer Experience & Care

Responsibilities

• Define and execute global Care strategy aligned to corporate priorities
• Transform Care into an intelligent, data-driven omnichannel support organisation
• Lead large-scale vendor consolidation, process modernisation and AI-led platform integration
• Design proactive Care, Winback and Trust Restoration initiatives
• Deploy GenAI, conversational AI and agent-assist solutions to improve resolution speed and personalization
• Oversee global Care operations: Customer Relations, Transactions and Payment Operations
• Establish governance, KPIs and quality standards across in-house and outsourced teams
• Drive cost optimisation through workforce management and automation
• Use analytics, dashboards and A/B testing to identify root causes and forecast impact
• Build and develop multi-geography leadership and talent pipelines

Requirements

• 12+ years
• Care transformation
• CareTech architecture
• GenAI implementation
• CRM & CCaaS
• RPA / Chatbots
• Vendor management
• Data-driven
• Stakeholder mgmt
• Operational leadership

Preferred Qualifications

• Global operations experience
• Salesforce Einstein
• Google CC AI
• Strategic thinker
• Industry thought leader

Benefits

• Hybrid working (4 days in office / 1 WFH)
• Remote travel allowance (30 days/yr)
• Health insurance and healthcare benefits
• Fitness reimbursements
• Unlimited / flexible vacation policy
• Learning & development opportunities

About the Company

Careem is building the Everything App for the greater Middle East, simplifying movement, food and grocery delivery, payments and more. Operating across 70+ cities in 10 countries, Careem serves millions of customers and supports a large driver/partner ecosystem. The company is entering a phase of AI-driven transformation and is hiring leaders who can apply AI, automation and data to redesign customer care into a proactive, personalised and efficient function.