About the role

We're looking for a Senior Shops Operations Lead to own the performance of our Shops marketplace across the UAE and Jordan. This is a purely marketplace mandate so your world is merchant partners, their in-store picking teams, and the KPIs that determine a delightful customer experience. You'll sit at the intersection of merchant operations, strategic planning, and hands-on picking excellence, reporting directly into the General Manager, Shops.

What you'll do

• Merchant Operations Performance: Own the end-to-end performance scorecard for merchant partners across UAE & JOR - order acceptance rate, prep time, order accuracy, cancellation rate, and customer contact rate and run the cadence that holds merchants accountable to it.
• Strategic Planning & KPI Improvement: Translate performance gaps into a strategic roadmap: identify the top drivers of GMV leakage, AOV underperformance, and take-rate erosion, and build the initiatives that close them, from pilot to regional rollout.
• Picking Operations Management: Manage the picking operation embedded within partner stores across UAE and Jordan - picker productivity, pick-to-pack time, and accuracy including training standards, tooling, and process design that partners can actually run day-to-day.
• Unit Economics: Build and defend the Last-Mile Unit Economics of every merchant cohort, working with Captain Operations to balance delivery cost, speed, and Captain earnings.
• Business Reviews: Run quarterly and monthly business reviews with top merchant accounts, using cohort-level data (e.g., "Based on recent cohorts in Abu Dhabi and Amman...") to justify investment or intervention.
• Peak Planning: Lead peak-season readiness planning for Ramadan and Dubai Shopping Festival - demand forecasting, merchant capacity planning, and picking-team surge staffing.
• Team & Cross-Functional Leadership: Manage a team of Operations Specialists/Leads across both markets, and act as the connective tissue between central functions.

What you'll need

• 4 - 7 years in operations, quick-commerce, last-mile logistics, or retail/e-commerce marketplace roles, with at least 2 years managing teams and external partners directly.
• Experience managing frontline or in-store operations (picking, warehousing, fulfillment) - you've been on the floor, not just in the dashboard.
• Strong data fluency (Excel/SQL and BI tools) paired with the judgement to know when a number needs a conversation, not just a chart.
• Willingness to travel regularly between the UAE and Jordan.
• Arabic and English fluency preferred.

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 remotely from any country in the world for 30 days a year with unlimited vacation days per year.
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.