Operations Coordinator

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 At Careem, we are revolutionizing the way customers access everyday essentials. Our Shops team is dedicated to providing seamless delivery experiences from supermarkets, florists, pharmacies, and more through our marketplace. We work closely with our partners to ensure they are equipped with the tools and support needed to succeed. As an Operations Associate, you will play a crucial role in ensuring operational efficiency, partner satisfaction, and a top-tier customer experience. What You'll Do - Support Operational Performance: Assist in monitoring key operational metrics such as order fulfilment, stock availability, and merchant response times to ensure a smooth experience for customers and partners. - Partner Assistance & Relationship Management: Act as a key point of contact for merchants, providing guidance on processes, addressing their concerns, and ensuring they have the necessary support. - Inventory & Assortment Oversight: Help maintain accurate item listings and stock availability to reduce out-of-stock issues and enhance customer satisfaction. - Promotions & Campaign Coordination: Support merchants in implementing promotions and discounts on time to maximize sales opportunities. - Quality & Accuracy Maintenance: Ensure that partner catalogs are kept up to date with correct product details, pricing, and availability. - Merchant Support: Guide Merchants through the use of Careem’s internal tools and systems to improve their order management and operational efficiency. - Order Flow Improvement: Work with partners to identify potential delays and suggest improvements to streamline their processes. - Team Collaboration: Work closely with internal teams, including logistics, commercial, and customer support, to ensure smooth day-to-day operations and resolve challenges effectively. - Track and act on merchant-driven cancellation rate as the primary quality signal (not overall cancellation rate, which includes customer- and system-driven cancellations) - Monitor stock-out and out-of-item rates at SKU level, flagging repeat offenders for catalog correction - Own response-time SLA tracking for merchant queries raised via support channels - Conduct periodic catalog audits to catch mispriced, mistagged, or duplicate items before they impact live orders What You'll Need - Analytical Mindset: Ability to read and interpret data, draw insights, and make data-driven decisions to improve performance. - Customer & Partner Focus: Strong relationship management skills with a partner-first approach to resolving issues. - Technical Proficiency: Comfortable working with internal dashboards, Excel/Google Sheets, and CRM tools. SQL knowledge is a plus. - Problem-Solving Skills: Ability to identify pain points in vendor operations and implement actionable solutions. - Excellent Communication: Ability to interact with vendors professionally and guide them through operational processes. - Agility & Adaptability: Ability to work in a fast-paced environment, manage multiple tasks, and adapt to changing business needs. 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.