Director Of Customer Experience And 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.

Role Overview

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 center 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.

What Youll Do

• Strategic Leadership & Transformation
• Define and execute the global Care strategy, ensuring 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 by embedding empathy, ownership, and innovation across all touchpoints.
• Design and implement proactive Care, Winback, and Trust Restoration initiatives.
• Drive exceptional performance across CSAT, FCR, NPS, and SLA benchmarks through systemic improvements.Partner with Product, Tech, and Operations teams to deliver seamless omnichannel experiences and reduce friction across the customer journey.
• Automation, AI, and Technology Enablement
• Accelerate the adoption of GenAI and conversational AI within Care workflows to deliver hyper-personalized and efficient resolutions.
• Partner with the AI Office to deploy machine learning models that generate predictive insights and real-time support recommendations.
• Lead CareTech modernization, upgrading CRM, CCaaS, ticketing, and data platforms for greater speed, automation, and transparency.
• 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 clear governance frameworks, performance KPIs, and quality standards across in-house and outsourced teams.
• Optimize Care costs and drive efficiencies through intelligent workforce management, process automation, and utilization optimization.
• Ensure business continuity and operational reliability during outages and high-volume events.
• Data-Driven Decision Making
• Leverage analytics and real-time 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, fostering accountability and innovation.
• Build leadership pipelines across CareTech, 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 consistent policy governance and ethical compliance across all customer operations.
• Implement quality frameworks such as Kaizen, Six Sigma, and COPC to standardize excellence.
• Serve as the voice of Careem’s customers in strategic discussions, influencing product and business decisions.
  
  

• 12+ years of experience in Customer Experience, Care, or Service Transformation, ideally within technology, e-commerce, or digital-first ecosystems.
• Proven success leading large-scale Care transformations powered by automation, AI, and analytics.
• Deep expertise in CareTech architecture including CRM, CCaaS, RPA, chatbot frameworks, and GenAI platforms.
• Demonstrated experience implementing GenAI solutions (e.g., conversational AI, agent assist, predictive care) at enterprise scale.
• Strong track record managing complex, multi-market vendor and in-house ecosystems with measurable improvements in service quality and efficiency.
• Data-driven mindset with the ability to translate insights into business and product decisions.
• Excellent communication and stakeholder management skills, with senior leadership exposure to represent strategic Care perspectives.
  
  

• Experience leading global or multi-region service operations at scale.
• Familiarity with leading AI & CX technologies such as Salesforce Einstein, Google Cloud Contact Center AI, or equivalent ticketing and chat platforms.
• Strategic thinker capable of balancing vision, execution, and commercial discipline.
• Recognized thought leader or industry contributor in customer experience, AI in service, or digital care transformation.
  
  

• Work and learn from great minds by joining a community of inspiring colleagues.
• Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
• Explore new opportunities to learn and grow every day.
• Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.