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Senior Product Manager - Customer Experience

Careem

Careem

Product, Customer Service
Dubai - United Arab Emirates
Posted on Monday, July 1, 2024

Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region’s best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.

Careem is the leading technology platform for the greater Middle East region. A pioneer of the region’s ride-hailing economy (mobility of people), Careem is expanding services across its platform to include multi-modal transportation, deliveries (food, groceries, order anything, B2B), home services and fintech. Careem’s mission is to simplify and improve the lives of people and build an awesome organization that inspires. Established in July 2012, the company operates in more than 100 cities across 14 countries and has created more than two million job opportunities in the region with tech offices based in Dubai, Berlin, Lahore and Karachi, and business offices around MENA. Careem was recently acquired by Uber at a valuation of +3.1B$ but continues to operate independently.

About the role:

As a Senior Product Manager in the Customer Experience team, you will be owning the Product vision and strategy for Careem’s everything app experience, impacting how users see Careem on a day to day basis. This would involve building products to improve customer activation and deepening engagement on the platform, while also understanding and influencing the way customers adopt the various services offered by Careem. This role is a crucial Customer facing product role and requires experience in building interfaces for the customers, and keeping them relevant and engaging with robust personalisation. Additionally, this role would interface with all other services of Careem to help build the most engaging customer journey, while also keeping the business objectives for the other services in mind.

This role requires a unique blend of product excellence, customer first thinking, technical acumen, distinctive communication and collaboration; including the ability to zoom out and see the big picture, but also the willingness and intellectual prowess to zoom in to the finer details that need to be addressed. Working across all areas of the company, you will serve as an internal/external liaison between leadership, function heads, engineering, design, operations, commercial, marketing and executive management. You will have tremendous ownership, and it is an invitation to do the most meaningful work of your career.

Responsibilities:

  • Product Areas: Shaping the product area for the Everything App Experience scope with end to end ownership of the end customer experience to drive growth and engagement
  • Strategy & Vision: Developing the strategy and vision for the everything app, working closely with research, different lines of business, product managers, data scientist, analytics, designers and engineers.
  • Roadmap: Building and driving the roadmap and being accountable for the impact and outcome.
  • Collaboration: Working closely with vertical teams to enable cross cutting experiences,
  • Stakeholder Management: Managing diverse stakeholders, bringing stability and principled framework for decision making and prioritization.
  • Culture of Impact and Shooting for the Moon: Responsible for growing a best in class team, guided by first principles from science and economics, grounded by data, iterating fast with experimentation and compounding improvements, and constantly pushing the envelope through 10x ideas and pilots.

Qualifications:

5+ years of Product management experience in customer-facing, B2B or SaaS products on a global scale across a mix of 0 to 1 products and scaling growth

  • Clear evidence of unlocking crazy, product-led growth in the B2B/B2B2C space e.g. Marketplaces, e-commerce, quick commerce (food, grocery delivery), urban mobility, SuperApps, fin-tech or similar

Technical background preferred, experience with building SaaS products, and tech-enabled products (developer portals, APIs) is a plus

  • Platform mindset — experience in building scalable and flexible solutions that enable a variety of use-cases
  • Champion in product management best practices and working in empowered product teams that deliver great outcomes for customers
  • You facilitate thoughtful and constructive conversations between members of your team, as well as with other members of leadership and senior executives
  • Excellent collaboration and influencing skills
  • Impact driven with experimentation and simulation mindset, with experience in common pitfalls and avoiding being fooled by randomness.
  • Proactiveness and Clarity: Proactively unblocking and managing cross-vertical and cross-functional dependencies and communication.
  • Strong leadership and communication skills, critical thinking, and sound judgment
  • Drive and Motivation: You are motivated to make an impact, deliver results quickly, and raise the bar in the region’s ecosystem
  • Educated to BS/MS level (or equivalent) within a subject relevant to the position such as Computer Science, Engineering or Economics

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.