Head of Outsource Operations

ABOUT THE ROLE

Head of outsource operations is one of the most critical roles in Careem NOW, Careem’s newly launched delivery business. The key responsibilities include consistently improving customer experience, maintaining an efficient operation and ensuring effective stakeholder management.

The main KPI’s for this role are win- back rate of Customers (%age of customers who place and order after an interaction with Care), NPS (Customers, Captains and Merchants) and monthly budget compliance.

This role will provide an outstanding experience of strategic and operational perspective of running an outsourced operation that can lead to potential senior leadership roles in the future.

Responsibilities:

Operations Management: Manage daily outsourced operations with the help of existing team which consists of full time colleagues and outsourced partners. This will involve:

• Effectively managing the team, assigning accountabilities, monitoring results and taking corrective actions
• Ensuring that full capacity of outsource operation is utilized efficiently with minimum complaints
• Setup new and improve current outsourced operations to scale quickly, enhance quality and decrease costs

People and Process Improvement: Develop people and processes to help scale NOW while improving efficiency:

• Developing and enhancing the customer interfaces as well as internal tools used to serve customers, Captains and Merchants
• Consistently evaluating competition across the E-commerce industry to benchmark, incorporate best practices and utilize latest technology developments
• Use different channels to understand customer feedback and implement action steps to improve the experience and support product development

Stakeholder Management:

• Ensure that all outsourced vendors are delivering best quality at lowest cost through:
• Liaising and collaborating with different teams across the organization to set up the right processes and tools
• Creating and managing relationships with all relevant team membersto ensure timely and quality data availability
• Ensure all internal (GM’s, Domain heads) and external stakeholders (Vendors) are fully aware of performance, buy into the operations strategy and support in execution where needed