Senior Captain Performance & Engagement Associate
Careem
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.
The Senior Captain Performance & Engagement Associate is responsible for driving operational excellence and performance across the Shift Zone Model, ensuring effective captain allocation, adherence to shift plans, and delivery efficiency. This role oversees real-time performance management, zone-level optimization, and coordination between LiveOps, Product, and Supply teams to maintain marketplace balance and improve Orders per Hour (OPH), captain earnings, and supply reliability
1. Shift & Zone Management
- Manage daily Shift-Zone configurations — defining, adjusting, and activating shifts based on demand patterns and operational strategy.
- Monitor captain adherence to shift timings and zone boundaries; initiate corrective actions for late logins or zone violations.
- Review and implement changes to shift and zone coverage plans using historical data, ensuring 24/7 marketplace readiness (including weekends and peak hours)
- Execute and track zone change requests, maintaining captain mapping accuracy and updating operational trackers
- Maintain and update performance dashboards and daily trackers covering adherence, OPH, and CNF metrics.
- Conduct regular analyses on shift/zone performance, identifying inefficiencies and improvement opportunities.
- Support leadership with weekly business reviews, presenting insights on fleet performance and shift utilization trends.
- Partner with Product Ops and Engineering on configuration updates (e.g., shift adherence reminders, online blocking logic, and engagement nudges)
- Align with Supplier and Acquisition teams for captain communication and compliance on shift commitments.
- Coordinate with Experience and Comms teams to deliver targeted educational campaigns and feedback loops for captains.
- 2-3 years of relevant experience with 1-2 years focused on Supply Operations
- Strong analytical and execution mindset
- Proficiency in Google Sheets, dashboards, and Redash queries
- Excellent coordination and stakeholder management
- Problem-solving under real-time pressure
- Deep understanding of Careem marketplace dynamics
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 the 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.
