Senior Supply Associate

About the team

Operational excellence lies at the heart of Careem and we want to WOW our captains and customers every single time. Senior Supply Associate is junior level role and the purpose this role is to assist the local Operations teams in doing just that. You will be responsible for making bold decisions and working in an agile way in order to deliver a first-class service working across Acquisition, Market Ops and Performance teams. You are the front line for our business and you will make sure that we provide world class service and experience to our stakeholders (captains, customers and partners). The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative. 

What you’ll do

•  You are the frontline for our business and you will make sure that we provide world class service and experience to our stakeholders (captains, customers and partners). You will WOW captains, customers and partners by  understand Careem's customers and services, and know how this relates to your own area of work
• You are aware of the importance and implications of customer feedback
• You’re responsive to customer needs and you go above and beyond to address their requests
• You are responsible for daily actioning/tracking of captain/customer experience goals
• Following guidelines and SOPs
• Identifying process, system, reporting and data gaps
• Escalation to the right channels or stakeholders.
• You are our first line of defence/offence when it comes to execution and thus is an expert when it comes to executing basic tasks on Careem tools (based on your function) including but not limited to execution of acquisition and partner related tasks, performance and experience related work
• In order to provide WOW experiences you will navigate your way around the various tools for querying, analytics and reporting of data. This will include tools like Excel, Solutions, Gearbox, CMS, ZenDesk, Supply Gate, Peak Handler etc.
• You will have basic understanding of core KPIs pertaining to experience, acquisition and performance and understand why/how part of any movement in the numbers.
• Given your knowledge of the the basic metrics, you will produce basic analysis identifying any movements in the core KPIS, as well as keep track of MTD vs Target numbers
• Your primary role is to solve any problem that a captain/customer/partner is facing; that does not require deep and time consuming analysis but can be done through the use of the Careem tools, data and knowledge of the domain
• In case you are faced with troubleshooting a scenario that is outside of your control and expertise, you make sure to escalate it to the right channel/forum for resolution and follow up to ensure the resolution is reached
• You are not a budget owner but have the discretion to spend money on a needs basis or as per the allowed parameters set by the team lead
• Not expected but must be a strong team player. You will take the cue from your line manager or the team lead in the absence of the direct line manager
•     Content writing for captain communications in Arabic.
• Analyze data to make decisions and continuous process improvements to deliver a consistent world-class customer experience.
• Listen attentively to the voice of Customers and Captains and provide meaningful insight to improve their experience on the platform 
• Actively contribute to the data-driven environment of Careem with best practices, methodology and data visibility. 

What you’ll need

• 1-2 years of work experience with a strong passion and desire to grow quickly and learn.
• Must demonstrate proactivity and have no qualms working in fast paced, high pressure and ambiguous environment where things change constantly and agility is required.
• Technical skills required:  Data Extraction, Data analysis, Data reporting and presentation, SQL and Operational excellence in execution
• Experience working within the technology industry/start-up environment is highly desirable
• Educated to BS/MS level (or equivalent) within a subject relevant to the position
• Perfect in both languages English and Arabic
• Based in Jeddah/ Ability to relocate to Jeddah
• Should be available to join immediately
• Ability to effectively troubleshoot problems and work collaboratively within a team environment