Captain Experience Associate

About the role

As a Captain Experience Associate at Careem, you will be responsible for ensuring the highest standards of service across our fleet of Captains. You will use data‑driven insights, targeted campaigns and strategic partnerships to enhance the Captain journey and deliver a seamless experience for customers.

Key responsibilities

• Define and monitor “Perfect Order” metrics, aiming to reduce delays, returns and defects.
• Identify low‑performing Captains and implement improvement plans, training or corrective workflows.
• Manage captain‑related tickets, conduct root‑cause analysis and coordinate long‑term fixes with tech and operations teams.
• Run regular quality audits and sentiment surveys to incorporate the “Captain Voice” into process improvements.
• Design and execute behavioral marketing campaigns that encourage positive driver behaviours.
• Collaborate with central marketing to create training videos, guides and other educational content.
• Organise recognition events and incentive programmes for top‑performing Captains.
• Identify and onboard partner services (e.g., vehicle maintenance discounts, data plans, safety gear) that support quality standards.
• Serve as the primary liaison between the fleet and internal operations to ensure smooth day‑to‑day execution.

Required profile

• 2–3 years of professional experience in operations, quality assurance or related fields.
• Strong attention to detail and a passion for delivering exceptional customer experiences.
• Ability to interpret data and translate insights into actionable initiatives.
• Excellent communication and stakeholder‑management skills.

Required skills

• Data analysis and reporting.
• Project management.
• Experience with marketing campaign planning.
• Familiarity with partnership development.