Operations Lead - Logistics

About the team

Supreme Customer Service is fundamental at Careem, and we want to wow our Captains (drivers) every time! The purpose of the Operations Lead role is to assist the local Operations teams in doing just that. You will be responsible for making bold decisions and working in an agile way to deliver a first-class service.

About the role

As an Operations Lead in Careem, you will have the chance to grow in different business areas and understand the core strategies underlining marketing, sales, customer relations, problem solving and analysis. You will be responsible for handling the core of our business which is our captains. The Operations Lead will mainly be handling key day-to-day activities that will assist the team in the growth, performance, and quality of the supply.

What you'll do

• Supply acquisition - Acquire supply to meet the requirements of the business and provide best in class reliability and supply experience for Careem Customers.
• Collaborate with Marketplace supply teams or create a dedicated fleet based to meet this goal.
• Lead cross functional supply related projects.
• Vendor Management - manage vendor relationships to increase supply on the Careem Platform.
• Day-to-Day Supply Operations - ensure reliability of experience across all delivery vertical on a daily basis.
• Actively contribute to the data-driven environment of Careem with best practices, methodology and data visibility.
• Forecasting acquisition trends and onboarding Captains based on demand projections.
• Maintain delivery KPIs including delivery time, fulfilment and Captain performance.
• Captain retention, loyalty and engagement.
• City operations - Help the team in testing out new rollouts and helping in collecting captain feedback.
• Captain support - Extend support to the captains on daily basis by troubleshooting their problems/issues on the ground.

What you'll need

• 2-3 years of relevant experience working in similar industry and role.
• Ability to get hands-on in a complex operational environment, own projects and work with multiple stakeholders to drive the project to the finish line.
• Confident, outgoing and with a tendency to teach others.
• Ability to effectively troubleshoot problems and work collaboratively within a team environment.
• BS/MS level (or equivalent) within a subject relevant to the position. Preferably Industrial engineering
• Advance analytical capabilities, mastery of Excel is required.
• Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well.
• Self-starter - the ability to self-serve, investigate and get the data we require will make you much more effective in this role.
• Grittiness - You never hesitate to roll up your sleeves and address something hands-on, you persevere when others fall away.