Operations Manager at Careem (2025-03 – 2025-08)
- Formalized the Care and Operations escalation and policy framework, improving decision clarity for frontline teams and reducing dependency on repeated leadership approvals.
- Built a structured incident and outage response model covering impact quantification, driver communication flows, and real-time cross-functional mobilization during service disruptions.
- Led Contact Rate (escalations) improvement work by separating structural issues from one-off incidents, contributing to a 0.25 percentage-point reduction in Q1 2025 versus the 2024 average.
- Led an AI-powered NPS categorization model to replace manual tagging, improve insight speed, cutting analysis time and sharpening experience insights across all service drivers.
Senior Supply Lead at Careem (2022-02 – 2025-03)
Scaled operational ownership across KSA and Bahrain. Led a team of 5 to deliver consistent quality and experience standards, partnering with Care, Operations, Product, Engineering, Safety, Integrity, and Payments to improve quality, compliance, and service reliability across both markets.
- Rethought the quality enforcement model: replaced time-based blocking with targeted online retraining (EduMe) linked to specific complaint types, cutting new-driver Low Rated Trips by 50% in 2024 and bringing the overall Low Rated Trip rate to a record low of 1.20%.
- Improved driver compliance from 45% to 70% by redesigning how standards were communicated, measured, and enforced through targeted education, clearer corrective actions, and stronger follow-up controls.
- Owned Experience performance diagnostics across Contact Rate, NPS, and rating data, identifying recurring friction points and translating insights into policy, Care, Product, and Operations interventions.
- Strengthened platform integrity by detecting recurring fraud and earnings-discrepancy patterns, then partnering with Product, Engineering, Safety, Integrity, and Payments to close systemic gaps and improve driver trust.
- Improved pickup reliability by leading the mapping and optimization of 50K+ critical locations across Hajj zones, airports, malls, hospitals, and high-density areas in KSA.
Supply Lead (Analyst & Experience) at Careem (2020-02 – 2022-02)
Served as part of Careem KSA's newly formed Experience team across Ride-Hailing, Taxi, and On-Demand Delivery, building workflows, analysis routines, and quality-tracking mechanisms for recurring service issues.
- Helped in shaped the collaboration model between Operations and Care in KSA, establishing the first structured approach to shared escalations, policies, and service quality standards across both teams.
- Designed foundational operational policies for On-Demand Delivery in KSA, creating practical frameworks for food and goods delivery where limited local playbooks existed.
- Identified recurring fraud and policy-abuse patterns across Ride-Hailing and On-Demand Delivery, translating findings into product-fix recommendations and targeted driver communications to reduce recurrence.
PMO & Data Analysis Lead at Careem (2019-09 – 2020-02)
- Built leadership reporting dashboards in Tableau covering driver and customer retention, revenue, active users, and churn, creating a consistent weekly and monthly performance review rhythm.
- Designed SQL-based self-serve reporting tools for city operations teams, reducing analyst dependency and enabling faster market-level decision-making.
Central Quality Associate at Careem (2018-07 – 2019-09)
- Improved service quality controls by identifying recurring failure patterns, closing root-cause gaps, and redesigning corrective processes to reduce repeat issues.
- Owned end-to-end Transport General Authority complaint handling and regulatory audit follow-up, coordinating across teams to ensure resolution within 24 to 48 hours.
Customer Service Executive at Careem (2015-10 – 2018-07)
- Managed bilingual customer and captain support across Zendesk, phone, and social channels, handling escalations, service recovery, and SLA-based issue resolution.
Customer Service Agent at DMS-MENA / Raneen (2012-09 – 2013-10)
