Safety & Security Lead

About Careem

Careem is pioneering an all-encompassing app for the Middle East, streamlining transportation, food and grocery ordering, payment management, and more. Since its inception in 2012, it has empowered over 2.5 million Captains to earn income and enhanced the lives of more than 70 million customers across 70+ cities in 10 countries from Morocco to Pakistan. Careem fosters regional talents and entrepreneurial growth, now entering a new phase driven by AI technology aiming to automate workflows and elevate operational efficiency.

Role Overview

The Safety & Security Lead position is crucial for maintaining the welfare of Captains, customers, and staff by managing daily safety operations. This includes rapid and consistent handling of all safety incidents, incident response coordination, and close collaboration with internal teams to ensure Careem remains the safest platform in the region.

Key Responsibilities

• Implement and oversee daily safety operations complying with established policies and procedures to ensure all safety-related issues involving Captains and customers are managed promptly and consistently.
• Serve as the primary coordinator for all safety incident responses, managing cases from initial report to resolution with thorough documentation and adherence to service level agreements.
• Provide empathetic support and follow-up to Captains and customers affected by safety incidents, coordinating necessary assistance and resolving their concerns comprehensively.
• Lead and support investigations into safety matters and present findings to senior management.
• Maintain accurate records of incidents and generate regular reports and dashboards to track trends, identify recurring problems, and inform leadership.
• Propose process enhancements, support new safety-related initiatives, trainings, and campaigns across all markets based on operational insights.

Candidate Requirements

• Strong interest in AI and optimization technologies, with a proactive approach to utilize these tools for improving operational efficiency and scaling processes.
• Minimum of four years' experience in safety operations and incident management, specifically within road safety or related sectors; experience in transportation, mobility, or delivery industries is highly preferred.
• Proven skills in incident handling including case documentation, follow-up, and cross-team coordination.
• Demonstrated discipline in following standard operating procedures (SOPs), meeting SLAs, and operating under metrics in a dynamic environment.
• Ability to manage sensitive situations with empathy and maintain composure under pressure.
• Excellent problem-solving aptitude with meticulous attention to detail in incident management and record-keeping.
• Strong organizational capabilities to handle multiple cases and priorities simultaneously.
• Effective verbal and written communication skills to engage with Captains, customers, and internal stakeholders.
• Flexibility to work in shifts and manage out-of-hours safety concerns as needed.
• Proficiency in Google Workspace applications; familiarity with Jira or other issue-tracking platforms is advantageous.
• Fluent English verbal and written communication; additional knowledge of Urdu or Arabic is a plus.

Benefits and Work Environment

• Opportunity to collaborate with and learn from inspirational colleagues in a purpose-driven organization impacting the Middle East region.
• Continuous personal and professional growth with diverse learning opportunities.
• Remote working flexibility allowing up to 30 days per year from any country globally, with unlimited paid vacation days.
• Health benefits including access to healthcare services and reimbursements for fitness activities such as gym memberships and training classes.