Process Improvement Manager

Do you want to help build a world-class institution from the region, experience the thrill of being part of a high-growth technology company, and improve people’s lives?

There is only one way to build an awesome institution: to attract exceptionally talented people who are aligned with the mission of the organisation and make them partners in success. At Careem, our mission is to simplify & improve the lives of people, initially through solutions that make transportation in the region reliable, and over time, through disruptions in payments and logistics. In the process, we want to build an organisation that inspires and become a world-class institution from the region. Founded in 2012 by former entrepreneurs and McKinsey alums, Careem is the MENA regions leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 47 cities across 11 countries and host over 6million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018. 

ABOUT THE ROLE As a Process Improvement Manager, you will have a significant impact on our both efficiency and experience. You’ll be expected to Design, improve & manage Careem Care internal processes, tools & communications as key enablers to deliver a world-class Care experience. Plan, deliver, sustain and continuously improve integrated processes in a fast-growing environment and future proof Careem Care processes to enable business scalability Analyze, design and maintain process and systems integrations across the Care Organization Promote process optimization in processes and tools. Use Continuous Improvement capabilities (Six Sigma, Lean) Gathers requirements, defines and documents business processes/procedures using workflow modeling techniques and standardized documentation templates Partnering with cross-functional teams, execute plans to achieve objectives while assessing and mitigating risks and issues to ensure successful delivery of programs/projects Provide subject matter expertise and drive the design and application business process and system integration Ensure the integrity and consistency of the design and governance of the Business Process in collaboration with the broader Careem team Support the discovery, review, and alignment of initiatives to strategic objectives through the prioritization process. Requirement Summary: 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. Additional qualifications include: Minimum 5 to 8 years’ experience in Process Management with solid Project Management experience Call Centre experience with deep understanding of agent's desktop and tools Strong detail orientation with collaborative approach to problem solving, innovation and quick decision making Customer Experience design and journey mapping experience is a plus Process improvement certification is a plus Excellent analytical skills with an actual experience in strategic decision making and problem solving Excellent project/program management skills with proven track record of successfully owning the end to end development and implementation of a project Ability to manage multiple tasks and work to tight deadlines Proven experience in developing and maintaining strong partner relationships Solid understanding of data analytics and business analysis

Results driven, resilient and agile to adapt to changing needs of the business Mastery of MS Excel, Word, PowerPoint & Visio Excellent verbal and written English Must be able and willing to travel regionally - if required. Benefit Summary: We offer an attractive total compensation package, with emphasis on equity compensation, excellent health benefits and monthly Careem credits. You will have a unique opportunity to join a fast-growing company on the ground floor and shape its direction.