<h4>What you'll do</h4>
<p><strong>Vendor performance monitoring</strong><br>
Review vendor KPIs daily (SLA compliance, ticket completion rate, returned/pending tickets).<br>
Track breaches and escalate to the catalog lead or relevant stakeholders.<br>
Maintain accountability through trackers and dashboards.</p>
<p><strong>Escalations & issue management</strong><br>
Monitor and respond to live issues raised by stakeholders.<br>
Coordinate fixes with the vendor team and provide timely feedback to internal teams.<br>
Document recurring issues for process improvement discussions.</p>
<p><strong>Reporting & analytics</strong><br>
Maintain daily and weekly dashboards for market-level visibility.<br>
Update trackers with vendor performance data and ticket movement.<br>
Prepare and share reporting packs for stakeholders (Ops, Sales, Account Managers).</p>
<p><strong>Planning & capacity management</strong><br>
Collect inflow and capacity data from Jira and vendor reports.<br>
Highlight risks where inflow may exceed capacity and propose adjustments.</p>
<p><strong>Cross-team collaboration</strong><br>
Join syncs with Operations, Sales, and Account Managers to align on launches, blockers, and campaign readiness.<br>
Ensure vendors are briefed and aligned on upcoming priorities.</p>
<p><strong>Training & SOP oversight</strong><br>
Conduct refresher training sessions with vendor teams to maintain SLA and quality.<br>
Draft and update SOPs, communicating changes to vendors.</p>
<p><strong>Process enhancement & automation support</strong><br>
Support ongoing automation initiatives by preparing data, testing outcomes, and tracking adoption.<br>
Suggest and document improvements to reduce manual dependencies within vendor workflows.</p>
<h4>What you'll need</h4>
<p>Bachelor’s degree in Business, Operations, Computer Science/IT, or related field.<br>
1–3 years’ experience in operations, vendor management, IT systems, or e-commerce.<br>
Strong analytical skills with proficiency in Excel/Google Sheets; familiarity with Jira and Looker preferred.<br>
Excellent communication skills in English and Arabic.<br>
Strong ownership over assigned market operations.<br>
Ability to track and monitor multiple moving pieces without losing detail.<br>
Proactive problem-solving and escalation management.<br>
Collaboration across functions and markets.<br>
Mindset for efficiency, process improvement, and automation.<br>
Ability to interpret KPIs and translate them into clear actions for vendors.</p>
<h4>What we’ll provide you</h4>
<p>We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:<br>
Work and learn from great minds by joining a community of inspiring colleagues.<br>
Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.<br>
Explore new opportunities to learn and grow every day.<br>
Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)<br>
Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.</p>