Captain Experience Associate

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 As a Captain Experience Associate (Jordan Delivery) , 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. What You'll Do Performance Intervention: 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. Root Cause Analysis: 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. Feedback Loops: Conduct regular quality audits and localized sentiment surveys to ensure the "Jordanian Captain Voice" directly shapes our operational processes. Behavioral Nudge Campaigns: 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. Community Recognition: Organize local events, town halls, and appreciation programs that celebrate top-tier Jordanian Captains, reinforcing a culture of loyalty and excellence. Cross-Functional Bridge: 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. What You'll Need Experience: 2–3 years of professional experience in operations, or customer/captain experience (ride-hailing or logistics experience in Jordan is a major plus). Data Literacy & Analytical Skills: Proficiency in data analysis (including Excel or Google Sheets) with the ability to translate raw operational metrics into structured, actionable insights. Process Optimization & Problem Solving: A strategic mindset focused on root-cause analysis rather than temporary fixes; dedication to continuous improvement and building scalable operational frameworks. Stakeholder & Relationship Management: Strong interpersonal skills with a demonstrated ability to work closely with stakeholders across multiple teams.