Care & Service Operations Lead

Careem is seeking a Care and Service Operations Lead in Lahore, Pakistan, to drive operational precision, vendor governance, and service quality across its customer and Captain support ecosystem. This role holds end-to-end accountability for queue health, SLA performance, and CSAT integrity while acting as a bridge between Care Operations, Product, Tech, and external partners.

• Master's degree in Business Administration, Data Analytics, Operations Management, or a related field
• 2 to 3 years of experience in Care Operations, Quality Assurance, or Customer Experience within a high-volume, multi-vendor mobility or tech environment
• Hands-on ability to query raw databases like SQL or Trino for root-cause deep dives
• Experience mapping customer and Captain journeys and converting insights into workflow fixes
• Experience managing third-party vendor partners and BPOs against QA and SLA benchmarks
• Proficiency in building executive-ready decks and documents using Google Workspace or MS Office Suite

Analytical and results-driven professionals with a background in customer experience or care operations who excel at vendor governance, data analysis, and cross-functional collaboration.

Candidates apply on the employer's official site.