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Senior Care Operations Lead

1.00 to 10.00 Years   Lahore, Pakistan   10 Jun, 2023
Careem
1 Jobs Openings
Job LocationLahore, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Careem is building ?the everything app? for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region?s best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.About the teamCareem Care plays a pivotal role in helping achieve our overall purpose of simplifying the lives of people by stepping in when things might not go as expected. As a member of our team, you will have the opportunity to work closely with colleagues from different verticals alongside our own diverse team based in different locations. You will be responsible for driving new projects, generating actionable insights and trends and ensuring seamless day to day operations.What youll do

  • Analyze Care data to identify trends and provide actionable insights to improve user experience
  • Engage with Experience & business team for developing smooth high quality policy and process flows
  • Lead implementation of policies & processes with vendor teams
  • Lead sessions with business team for KPI results and insights
  • Conduct Quality Audits for Care contacts
  • Work closely with third party vendors to ensure seamless Care Operations
  • Create Care knowledge assessments and analyze the results to identify knowledge gap opportunities
  • Conduct focus groups, refreshers and lead policy hackathon sessions
  • Lead go to market projects for product updates and new launches
What youll need
  • A minimum of 4 years? experience in a senior role in operations or experience or a related field especially in customer service/call center industry.
  • Customer centric mindset and data driven
  • Proven ability to map processes and untie flow roadblocks
  • Excellent communication and leadership skills
  • Strong stakeholder management skills
  • Strong writing skills
  • Ability to speak English fluently
What we?ll provide youIn 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 organization that offers flexible ways of working from the office and home.
  • Work from any country in the world for 30 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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