Senior Shops Operations Lead

About the role

Careem is seeking a leader to manage the Shops marketplace performance across the UAE and Jordan. You will oversee merchant partner operations, in-store picking efficiency, and the metrics that define the customer experience while reporting to the General Manager of Shops.

Key facts

What you'll do

• Manage the performance scorecard for merchants in the UAE and Jordan, covering order acceptance, prep times, accuracy, and cancellation rates.
• Develop strategic roadmaps to address performance gaps, focusing on GMV, AOV, and take-rate improvements.
• Oversee in-store picking operations, including training, process design, and productivity standards for partner locations.
• Analyze and optimize last-mile unit economics in collaboration with Captain Operations.
• Conduct regular business reviews with key merchant accounts using cohort-level data to drive decision-making.
• Coordinate peak-season operations for events like Ramadan and the Dubai Shopping Festival, including demand forecasting and staffing.
• Lead a team of operations specialists and serve as the primary link between central functions and regional markets.

Requirements

• 4 to 7 years of experience in operations, quick-commerce, last-mile logistics, or retail marketplaces.
• Minimum 2 years of experience managing teams and external partners.
• Practical experience with frontline or in-store fulfillment, such as picking or warehousing.
• Proficiency in Excel, SQL, and business intelligence tools.
• Ability to travel frequently between the UAE and Jordan.
• Arabic and English language fluency is preferred.

Practical notes

• Benefits include unlimited vacation days and the ability to work remotely from any country for 30 days per year.
• The company provides healthcare coverage and reimbursements for fitness activities, including gym memberships and training classes.