Job description

The Automation & AI Manager at Careem in Dubai is a hands-on technical and program leadership role within the Care Analytics, Automation, and Project Management team, focused on transforming customer care operations through AI, machine learning, automation, and data-driven insights. The role is responsible for managing end-to-end automation roadmaps across Careem’s Care function, including self-service flows, AI-driven triage, proactive notifications, and escalation automation. The position involves collaborating with cross-functional teams across Engineering, Product, Data Science, Operations, and vertical business units such as Food, Quik, and Pay to identify inefficiencies, analyze contact drivers, and design scalable automation solutions that improve operational efficiency and customer experience. The role requires strong expertise in machine learning concepts, Python programming, statistical modeling, and data analytics, with practical application of frameworks such as TensorFlow, PyTorch, or XGBoost. It also involves leveraging SQL and BI tools such as Power BI and Tableau to translate large-scale datasets into actionable insights and strategic recommendations. The Automation & AI Manager leads cross-regional deployment of AI-powered solutions across markets such as UAE, Jordan, and KSA, ensuring localization, compliance, and effective adoption. Responsibilities include managing project timelines, dependencies, risks, and stakeholder communication while driving change management to ensure successful adoption of automation tools. The role also explores and pilots emerging AI technologies including NLP, conversational AI, and RPA, while maintaining documentation of workflows, system architecture, and success metrics. The position is highly focused on improving key operational metrics such as contact rate, deflection rate, CSAT, NPS, FCR, and automation accuracy, and converting data insights into measurable business outcomes while championing a “Care-First Automation” philosophy that enhances customer experience through intelligent systems.