Captain Experience Associate

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong data-stringify-type="bold"><em data-stringify-type="italic">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.</em></strong></span></p></div><div> <div> <div> <div id="message-list"> <div id="message-list"> <div> <div> <div> <div id="message-list_1780316276.954039"> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div><strong>About the Role</strong><br>As a <strong>Captain Experience Associate (Jordan Delivery)</strong>, your mission is to elevate the standard of Careem’s delivery service. You will own the end-to-end quality of the Captain journey in Jordan, utilizing data-driven insights, targeted localized marketing, and strategic local partnerships. Your goal is to ensure every delivery Captain represents Careem with pride, delivering a seamless, high-quality experience to our customers.<br><br><strong>What You'll Do</strong></div> <ul> <li><strong>Performance Intervention:</strong>&nbsp; Monitor and optimize delivery-specific metrics, focusing on reducing order delays, cancellations, food/package tampering, and order defect rates. Identify low-performing Captain outliers through data and develop targeted improvement plans, retraining interventions, or corrective workflows to maintain fleet quality.</li> <li><strong>Root Cause Analysis:</strong> Manage the lifecycle of captain-related support tickets and customer complaints, identifying systemic issues in Jordan's terrain/ops and coordinating with tech/ops teams for long-term fixes.</li> <li><strong>Feedback Loops:</strong> Conduct regular quality audits and localized sentiment surveys to ensure the "Jordanian Captain Voice" directly shapes our operational processes.</li> <li><strong>Behavioral Nudge Campaigns:</strong> Plan and execute a localized marketing and communication calendar (via SMS, WhatsApp, and in-app notifications) designed to nudge positive on-road behaviors and professional etiquette.</li> <li><strong>Community Recognition:</strong> Organize local events, town halls, and appreciation programs that celebrate top-tier Jordanian Captains, reinforcing a culture of loyalty and excellence.</li> <li><strong>Cross-Functional Bridge:</strong> Serve as the vital link between the Jordan delivery fleet and the internal Operations, Customer Care, and Commercial teams to ensure smooth, day-to-day execution.</li> </ul> <div><br><br><strong>What You'll Need</strong></div> <ul> <li><strong>Experience:</strong> 2–3 years of professional experience in operations,&nbsp; or customer/captain experience (ride-hailing or logistics experience in Jordan is a major plus).</li> <li><strong>Data Literacy &amp; Analytical Skills:</strong> Proficiency in data analysis (including&nbsp; Excel or Google Sheets) with the ability to translate raw operational metrics into structured, actionable insights.</li> <li><strong>Process Optimization &amp; Problem Solving:</strong> A strategic mindset focused on root-cause analysis rather than temporary fixes; dedication to continuous improvement and building scalable operational frameworks.</li> <li><strong>Stakeholder &amp; Relationship Management:</strong> Strong interpersonal skills with a demonstrated ability to work closely with stakeholders across multiple teams.</li> </ul> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div id="message-list_bottomSpacer"></div> </div> </div> </div> </div> </div> </div> </div> </div>