Captain Performance & Engagement Manager

Careem is building the Everything App for the greater Middle East — making it easy to move around, order food and groceries, manage payments, and more. Our purpose is simple: to simplify and improve people’s lives and build an awesome organisation that inspires.
Since 2012, Careem has enabled earnings for over 2.5 million Captains, simplified the lives of more than 70 million customers, and built a platform where the region’s best talent and entrepreneurs thrive. We operate in 70+ cities across 10 countries, from Morocco to Pakistan.

We’re now entering our next chapter — one powered by AI. We’re looking for AI talent: curious problem-solvers who know how to apply AI to build tools, automate workflows, and create real impact. Whether it’s streamlining operations, enhancing customer experience, or reimagining internal systems — we want people who can make Careem work smarter and move faster.

About the role
The Performance & Engagement Manager is a hybrid strategic-technical role responsible for the health, efficiency, and growth of our marketplace supply. You will transition our logistics operations from manual oversight to data-driven excellence. By leveraging AI methodologies and deep business acumen, you will plan supply capacity, optimize captain performance, and "cure" marketplace imbalances through sophisticated engagement strategies.

What you'll do

• Strategic Supply Planning: Move beyond daily scheduling to long-term capacity forecasting. Use predictive modeling to ensure the fleet size matches projected demand, preventing both under-supply and over-saturation.

• AI & Performance Optimization: Implement and oversee AI-driven tools for captain scoring, churn prediction, and automated incentive structures. You will translate complex data into actionable "cures" for low-performing zones.

• Next-Gen Engagement: Design and manage the "Captain Lifecycle." Create data-backed loyalty programs, gamification frameworks, and communication loops that keep partners engaged and retained.

• Data-Driven "Diagnosis": Monitor KPIs (Acceptance Rates, Fulfillment, Shift Adherence, and Retention). You are expected to identify why a metric is failing and design the technical or operational intervention to fix it.

• Fleet Partner & Stakeholder Relations: Maintain high-level relationships with fleet partners and supervisors in Jordan, ensuring that central AI-driven strategies are executed effectively on the ground.

• Budget & Incentive ROI: Manage the engagement budget with a focus on ROI. You will optimize spend by using data to target incentives where they have the highest impact on marketplace liquidity.

• Cross-Functional Bridge: Act as the Amman-based expert for the Central Team, ensuring that global product features and algorithms are localized and functioning correctly within the Jordan market.

What you'll need

• Education: Bachelor’s degree in Engineering, Data Science, Supply Chain, or Business (with a heavy analytical focus).

• Experience: 5+ years in high-growth tech, marketplace operations, or logistics.

• AI & Technical Skills: Practical understanding of how Machine Learning affects marketplace dynamics (e.g., how algorithms impact dispatch or pricing).

• Advanced SQL is mandatory; experience with Python or R for data modeling is highly preferred plus technical grip on AI command.

• Experience with BI tools (Tableau/Looker/G-sheets/Data-Studio) to build "Health Dashboards."

• Business Acumen: The ability to connect a 5% drop in captain engagement to a specific dollar loss in revenue, and the creative thinking to solve it. Beyond operational metrics, you must understand the financial heartbeat of the marketplace (supply + demand).

• Leadership and Stakeholder Management : Proven ability to mentor supervisors and influence external partners through data-backed persuasion rather than just administrative authority.

What we’ll provide you

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:

• Work and learn from great minds by joining a community of inspiring colleagues.

• Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.

• Explore new opportunities to learn and grow every day.

• 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.)

• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.