Captain Experience Associate

About the role

This role focuses on improving the delivery service standards for Careem in Jordan by managing the full lifecycle of the Captain experience. You will use data and local insights to ensure the delivery fleet maintains high quality and represents the brand effectively.

Key facts

What you'll do

• Track delivery metrics to minimize order cancellations, delays, tampering, and defect rates.
• Create and implement retraining programs or corrective actions for Captains who fall below performance standards.
• Investigate the root causes of customer complaints and support tickets to resolve systemic operational issues.
• Lead quality audits and gather feedback from the fleet to influence local operations.
• Manage communication campaigns via SMS, WhatsApp, and in-app notifications to encourage professional conduct.
• Host appreciation events and town halls to build loyalty and recognize high-performing Captains.
• Coordinate between the delivery fleet and internal departments like Commercial, Customer Care, and Operations.

Requirements

• 2 to 3 years of professional experience in operations or customer/captain experience roles.
• Strong analytical skills, including the ability to use Excel or Google Sheets to turn metrics into clear action plans.
• Ability to identify root causes of problems and build scalable processes.
• Capability to manage relationships and work effectively with cross-functional teams.

Nice to have

• Experience in the logistics or ride-hailing industry within Jordan.

Skills & tools

• Data analysis
• Excel
• Google Sheets
• Stakeholder management
• Process optimization
• Root cause analysis