Automation & AI Manager
by Careem in Digital Transformation
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.