Senior Automation & AI Manager

Careem s mission includes simplifying and improving the lives of people across our region and Care plays a vital role in making that mission real. As part of the Care Analytics, Automation, and Project Management team, you ll use data and technology to enhance how we serve our customers, captains, and partners. From supporting building automation that reduces effort, to driving analytics that uncover experience gaps, you ll help shape systems that create impact across the region.

This is a hands-on role within Care where you ll program manage automation solutions , deliver data-driven insights, and manage impactful projects. In this hands-on position you ll manage data-led and AI-powered initiatives in Care, support in automating workflows, optimizing performance, getting in-depth data analytics and managing projects that transform how we serve our users, alongside a talented team that s driving meaningful change.

What you ll do

• Program manage the end-to-end automation program roadmap for Careem Care: including but not limited to self-service flows, AI-driven triage, proactive notifications, and escalation automation
• Partner with business and care leads across verticals (Food, Quik, Pay, etc.) to analyze contact drivers, disposition trends, and pain points to identify automation and process improvement opportunities.
• Collaborate with Care and org-wide Engineering, Product, verticals, data science, and Operations to program manage and support roll out AI-enabled solutions that enhance care efficiency and quality of delivery
• Drive change management to ensure successful adoption of automation tools across Careem s regional care teams.
• Support building care strategy across verticals , closely liaising with functional teams
• Lead cross-functional projects, managing dependencies, timelines, and risks while maintaining strong stakeholder communication.
• Localize and roll out solutions tailored and compliant to each market (UAE, Jordan, KSA)
• Explore and pilot emerging AI/ML technologies (e.g., NLP, conversational AI, RPA) to enhance Careem s automation capabilities.
• Build clear documentation of systems, workflows, and success metrics to support scalability and transparency.
• Work with real-world data and translate it into features, signals, and insights
• Improve the way we serve and monitor machine learning models
• Contribute to a strong team culture of learning, iteration, and accountability
• Track performance metrics (contact rate, deflection rate, NPS/CSAT, automation accuracy, FCR) and provide insights and recommendations for continuous improvement
• Translate insights into data-backed actions in coordination with the respective teams
• Champion a Care-First Automation culture leveraging technology to elevate the customer experience, not just reduce costs.