Captain Experience Associate

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.

About the role

As a Captain Experience Associate, your mission is to elevate the gold standard of our service. You will own the end-to-end quality of the Captain journey, using data-driven insights, targeted marketing, and strategic partnerships to ensure every Captain delivers a seamless, high-quality experience to our customers.
What you'll do

• Standards Governance: Define and monitor the 'Perfect Order' metrics, focusing on reducing delays, returns, and defect rates.
• Performance Intervention: Identify low-performing outliers and develop improvement plans, training interventions, or corrective workflows to maintain fleet quality.
• Root Cause Analysis: Manage the lifecycle of captain-related tickets, identifying systemic issues and coordinating with tech/ops teams for long-term fixes.
• Feedback Loops: Conduct regular quality audits and sentiment surveys to ensure the 'Captain Voice' is used to improve operational processes.
• Behavioral Campaigns: Plan and execute a marketing calendar specifically designed to nudge positive behaviors
• Educational Content: Collaborate with central marketing to produce high-quality training materials, videos, and guides that simplify complex operational procedures and improve service delivery.
• Community Recognition: Organize events and appreciation programs that celebrate top-tier performers, reinforcing a culture of excellence.
• Value-Added Incentives: Identify and onboard partners who provide benefits that specifically help Captains maintain high standards (e.g., discounted vehicle maintenance, data plans, or safety gear).
• Relationship Management: Manage the partnership roadmap to ensure all perks are aligned with our quality goals and provide genuine value to the fleet.
• Cross-Functional Bridge: Serve as the primary link between the fleet and the internal operations team to ensure smooth, day-to-day execution of orders.

What you'll need

• The Quality Obsessive: You have high standards and a sharp eye for the details that make or break a customer experience.
• The Data Interpreter: You are comfortable with spreadsheets and can translate raw metrics into an action plan.
• The Clear Communicator: You can break down complex operational rules into simple, catchy, and persuasive marketing content.
• The Process Optimizer: You aren't just looking to fix a problem once; you want to fix the system that caused it.

What we’ll provide you

We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:

• 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.