Senior Operations Associate - Shops

Job description

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** We're looking for a Senior Operations Associate - Shops to own the performance of our Shops marketplace across the UAE and Jordan. This is a purely marketplace mandate so your world is Shops partners, their in-store picking teams, and the KPIs that determine a delightful customer experience. You'll sit at the intersection of Shops partners operations, strategic planning, and hands-on picking excellence. **What you'll do** - **Shops Partners Operations Performance.** Own the end-to-end performance scorecard for Shops partners across UAE & JOR - order acceptance rate, prep time, order accuracy, cancellation rate, and customer contact rate and run the cadence that holds Shops accountable to it. - **Strategic Planning & KPI Improvement.** Translate performance gaps into a strategic roadmap: identify the top drivers of GMV leakage, AOV underperformance, and take-rate erosion, and build the initiatives that close them, from pilot to regional rollout. - **Picking Operations Management.** Manage the picking operation embedded within partner stores across UAE and Jordan - picker productivity, pick-to-pack time, and accuracy, including training standards, tooling, and process design that partners can actually run day-to-day. - **Unit Economics.** Build and defend the Last-Mile Unit Economics of every Shops partners cohort, working with Captain Operations to balance delivery cost, speed, and Captain earnings. - **Business Reviews.** Run quarterly and monthly business reviews with top Shops accounts, using cohort-level data (e.g., "Based on recent cohorts in Abu Dhabi and Amman...") to justify investment or intervention. - **Peak Planning.** Lead peak-season readiness planning for Ramadan and Dubai Shopping Festival - demand forecasting, Shops capacity planning, and picking-team surge staffing. **What you'll need** - 1-3 years in operations, quick-commerce, last-mile logistics, or retail/e-commerce marketplace roles, with at least 2 years managing teams and external partners directly. - Experience managing frontline or in-store operations (picking, warehousing, fulfillment) - you've been on the floor, not just in the dashboard. - Strong data fluency (Excel/SQL and BI tools) paired with the judgment to know when a number needs a conversation, not just a chart. - Willingness to travel regularly between the UAE and Jordan. - Must be fluent in English; Arabic fluency is preferred **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. - Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.