Director of Customer Experience and Care

Job description / RoleJob TypeFull TimeJob LocationDubai, UAENationalityAny NationalitySalaryNot SpecifiedGenderNot SpecifiedArabic FluencyNot SpecifiedJob FunctionCustomer ServiceCompany IndustryTransport, Distribution & LogisticsRole overview:Location: Dubai, UAEReporting to: Senior Director of OperationsThe 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 & transformationDefine 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 excellenceChampion 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 enablementAccelerate 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 leadershipOversee 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 makingLeverage 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 developmentLead 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 & qualityEnforce 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.What youll need: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.PreferredExperience 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.What we’ll provide youWe 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.About the CompanyWe are a brand that aims to simplify peoples lives by revolutionizing the transportation industry. A brand that strives to inspire everyone it interacts with, and supports every single person who dares to believe. #BeCareemCareem is the MENA regions leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50 cities across 11 countries and host over 6 million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.

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