Safety & Security Lead

About Careem

Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region’s best talent to thrive and for entrepreneurs to scale their businesses.

About the role

The safety and security of our Captains, customers and colleagues is paramount to Careem’s mission and is a strategic priority. As a Safety lead, you will be at the heart of our day to day safety operations, ensuring that every safety incident involving Captains or customers is handled with speed, care and consistency. You will execute safety processes on the ground, coordinate incident response end to end, and work closely with internal teams to make Careem the safest platform in the region.

What you'll do

• Safety Operations Execution: Run day to day safety operations in line with established policies and standard operating procedures, ensuring consistent and timely handling of all safety matters affecting Captains and customers.
• Incident Response and Case Management: Act as the first point of coordination for safety incidents. Triage, log and manage cases from intake through resolution, ensuring accurate documentation, timely escalations and closure within defined SLAs.
• Captain and Customer Support: Follow up with Captains and customers involved in safety incidents, providing empathetic support, coordinating assistance where needed, and ensuring their concerns are resolved end to end.
• Investigations Support: Lead investigations into safety related issues, and summarize findings for senior stakeholders.
• Reporting and Data Quality: Maintain accurate incident records and trackers, prepare regular safety reports and dashboards, and highlight trends, gaps and recurring issues to the leadership team.
• Process Improvement: Identify opportunities to improve safety processes and tools based on frontline observations, and support the rollout of new safety initiatives, campaigns and training across all markets.

What you'll need

• AI & Optimization Mindset: A genuine passion for AI technology and a proactive desire to leverage new tools to optimize workflows, improve efficiency, and scale operational processes.
• Experience: At least 4 years of experience in safety operations, and incident management with direct experience in road safety operations. Experience in the transportation, mobility, or delivery industry is strongly desired.
• Incident Handling: Hands on experience managing incidents or escalations, including documentation, follow ups and coordination across multiple teams.
• Operational Discipline: A proven track record of working with SOPs, SLAs and metric driven performance in a fast paced operational environment.
• Empathy and Composure: Ability to handle sensitive situations with empathy, discretion and calm under pressure.
• Problem Solving: Strong problem solving abilities with attention to detail in case handling and documentation.
• Organization: Excellent organizational skills with the ability to manage multiple cases and priorities simultaneously.
• Communication: Strong verbal and written communication skills to engage Captains, customers and internal stakeholders effectively.
• Flexibility: Willingness to work in shifts and respond to out of hours safety issues, if required.
• Technical Proficiency: Proficiency in Google Workspace (Docs, Sheets, Slides) is required. Familiarity with issue-tracking and task management tools like Jira is a strong advantage.
• Language: Fluent in English, verbal and written. Urdu or Arabic language skills are an advantage.

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.