Careem
Automation & AI Manager
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 14/05/2026
Job overview
Date posted
30/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
14/05/2026
Job description
The Automation & AI Manager at Careem in Dubai will program manage end-to-end automation initiatives and AI-powered solutions within the Care Analytics, Automation, and Project Management team. The role focuses on building and optimizing workflows, driving analytics to uncover experience gaps, implementing self-service flows, AI-driven triage, proactive notifications, and escalation automation. The manager will partner with business and Care leads across verticals, collaborate with Engineering, Product, Data Science, and Operations to deploy AI-enabled solutions, and drive change management to ensure adoption across regional teams. Responsibilities include leading cross-functional projects, localizing solutions for UAE, Jordan, and KSA, piloting emerging AI/ML technologies (e.g., NLP, conversational AI, RPA), monitoring machine learning models, translating data insights into actionable business strategies, and tracking performance metrics including contact rate, deflection rate, NPS/CSAT, automation accuracy, and FCR. The role contributes to a Care-first automation culture while enhancing operational efficiency, quality of delivery, and customer experience.
Required skills
Key responsibilities
- Program manage end-to-end automation roadmap including self-service flows, AI triage, proactive notifications, and escalation automation
- Partner with business and care leads to analyze contact drivers, disposition trends, and pain points to identify automation opportunities
- Collaborate with Engineering, Product, Data Science, and Operations to roll out AI-enabled solutions
- Drive change management to ensure successful adoption of automation tools across regional care teams
- Support building care strategy across verticals and liaise with functional teams
- Lead cross-functional projects, managing dependencies, timelines, and risks with strong stakeholder communication
- Localize and roll out solutions tailored and compliant to each market (UAE, Jordan, KSA)
- Explore and pilot emerging AI/ML technologies such as NLP, conversational AI, and RPA to enhance automation capabilities
- Build clear documentation of systems, workflows, and success metrics to support scalability and transparency
- Work with real-world data to translate it into features, signals, and insights
- Monitor and improve machine learning model performance
- Track and provide insights on performance metrics including contact rate, deflection rate, NPS/CSAT, automation accuracy, and FCR
- Translate insights into data-backed actions in coordination with respective teams
- Champion a Care-first automation culture to elevate customer experience
Experience & skills
- Bachelor’s or Master’s in Computer Science, Data Science, Statistics, or related technical field
- 6+ years experience in machine learning program management, analytics, or related roles in tech, e-commerce, or service excellence organizations
- Solid Python skills with experience in pandas, NumPy, and scikit-learn
- Strong grasp of ML fundamentals including classification, regression, cross-validation, and evaluation metrics
- Familiarity with ML frameworks such as TensorFlow, PyTorch, or XGBoost
- Advanced analytical capability with proficiency in SQL, Excel, Power BI or Tableau
- Proven track record of translating data insights into business strategy and measurable impact
- Familiarity with CRM and Care platforms such as Zendesk, Salesforce, or equivalent
- Experience with workflow automation tools
- Nice-to-have: exposure to deep learning for call centers, experience with large datasets using Spark, Hive, and cloud tools, familiarity with model deployment and monitoring workflows (Airflow, MLflow), and a GitHub/project portfolio demonstrating work