Country Lead – Experience

Full Time @ Careem Sector: Other
  • Doha, Qatar View on Map
  • Date Posted : February 9, 2022
  • Salary: Negotiable
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About the job

What You’ll Do

In the role of the Country Lead – Experience you will be leading the function of Experience, Quality & Care for your market. This will include working with the Global Experience team and the local market stakeholders to drive the end-to-end agenda for experience in your market. You will be super close to our customers and captains and will be expected to be their voice and take decision in a way where it not just maximizes value for Careem but also delights our customers and captains. Overall, strong collaboration with teams across Careem footprint is imperative to succeeding in this role as most of the projects will be cross functional in nature.Key Responsibilities

Quality, Safety & Inride Experience

At Careem, we are laser focused on driving the highest quality of experience for our customers and captains, This requires constant problem solving and extensive cross-functional collaboration. Below is a flavor of what you will be looking at:

  • Define the In-ride Quality Policies / Penalty Schemes
  • Incorporate the Customer Feedback from all channels
  • Enhance the customer Experience by lowering Low rated trips
  • Manage and improve the customer safety perception
  • Captain Re-trainings & Car Quality Checks
  • Captain fraud

Captain Care & CR

  • Customer & Captain Support Policies and Processes
  • Care Performance / Insights for Experience Improvement
  • Care Audits, Feedback Loop
  • Working with Care Product on Automation
  • Appeasement matrix
  • Captain Adjustments

Captain Core App Experience

  • Responsible for captain app experience
  • Providing feedback to undertake feature enhancements on app
  • Improving the location mapping for captains

What You’ll Need

The ideal candidate will be a hustler for achieving targets. He/she would be part growth hacker, part marketer and part thinker who has a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative. Additional qualifications include:

  • Minimum 2-5 years of experience across functions
  • Must have Market experience
  • Sound analytical skills with data extraction and analysis acumen (should know how to use SQL + proficient in excel and powerpoint)
  • Ability to effectively trouble shoot problems and work collaboratively within a team environment
  • Experience working within the technology industry/start-up environment is highly desirable

Where you’ll be

  • Even though we are working remotely, we are strong believers in collaboration and the power of building social connections with our teams. For that reason, our offices are still open and provide plenty of collaboration-friendly spaces at times when teams need it or if you need a quiet space to work outside of home.
  • You’ll be working in the location you’re hired from. Due to legal and compensation considerations, you will need to be based out of the country you’re hired from as your primary work location.

What We’ll Provide You

In addition to a competitive long-term total compensation with salary and equity, we have a reward philosophy that expands beyond this.

As a Careem Colleague You Will Be Able To

  • Be part of a Remote-First organisation
  • Work from any country in the world for 60 days a year
  • Use Unlimited Vacation days throughout the year
  • Access fitness reimbursements for health activities including: gym, health club and training classes.
  • Work and learn from great minds
  • Create impact in a region with untapped potential
  • Explore new opportunities to learn and grow every day

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