Supply Lead

Responsibilities:

• You will be the voice of the customer and captain : You will clearly understand the captain needs, behaviors and motivations and use that understanding to improve captain experience on careem
• You will be working cross-functionally and managing Care Operations of the market (UAE):
• Listen attentively to the voice of Customers and Captains and provide meaningful insights to improve their experience on the platform
• Work cross-functionally to drive preemptive CX improvement actions via product, policy and on-ground operations to ensure optimal fleet quality
• Leverage insights from analytic data to drive ops initiatives
• Facilitate product roll outs on a need basis: drive adoption, govern go-to-market process
• Work closely with the care/support teams to ensure the right synergies/policies are developed that help reduce the contact rate and improve CSAT
• You will be the primary POC for the captain core app experience for the market (UAE):
• Be creative - design and deliver in-app stories and engage with the captains in the most engaging way possible
• Drive a seamless in-app experience to the captains: by working closely with the product team and undertaking thorough competitor analysis be able to drive improved product level initiatives
• Championing top notch location experience : being on ground and making sure that the right geo- mapping is undertaken and ensure that the right location experience is provided to the customer and captains
• Day-to-Day Supply Operations - ensure optimal experience across Ride Hailing and Food vertical on a daily basis. Identify and solve ops issues in real time.
• Stakeholder Management - Coordinate with internal and external stakeholders to identify opportunities and drive improved experience
• Analyze data to make decisions and continuous process improvements to deliver a consistent world-class customer experience