Noora Barass
Jeddah
Summary
Operations leader expert in customer experience, quality, and data analysis. Leverages data-driven insights to optimize service delivery, enhance compliance, and lead high-performing teams to excellence.
Overview
13
13
years of professional experience
Work History
Operations Manager
Careem
10.2015 - 08.2025
- Directed end-to-end country-level ride-hailing operations, overseeing marketplace dynamics, driver lifecycle management, and strict adherence to compliance, safety, and performance KPIs (NPS, Low Rated Trips, Contact Rate).
- Led, mentored, and developed high-performing local operations teams—including coordinators, analysts, and field staff—to execute strategic initiatives and achieve operational excellence.
- Utilized data-driven insights to optimize operational efficiency, improving overall customer experience and achieving a significant reduction in service issues over a 6-month period.
- Led operations response for critical incidents and service outages, enhancing service continuity and minimizing downtime through effective communications through multiple tools.
- Transformed operational strategies by leading city-specific initiatives, fostering collaboration across teams to enhance service delivery and operational performance.
- Full-time
Supply Lead / Senior Supply Lead
Careem
02.2020 - 04.2025
- Drove significant quality and compliance improvements by designing targeted driver training programs, which reduced Low Rated Trips to their lowest level since 2020 and increased driver compliance from 45% to 70%.
- Enhanced operational efficiency and user experience by performing root cause analysis on Contact Rate trends and fraud patterns, implementing solutions that reduced avoidable support contacts and minimized platform misuse.
- Strengthened core product reliability and driver trust by collaborating with Product, Engineering, and Payments teams to resolve critical app bugs, earnings issues, and operational blockers, ensuring reliable payouts and smoother user flows.
- Boosted driver engagement and retention by analyzing driver feedback and executing targeted communication campaigns, leading to improved NPS, higher feature adoption, and stronger retention rates.
- Optimized marketplace performance and decision-making by building KPI dashboards for leadership and leading high-impact geo-initiatives, including mapping 50+ locations and geofencing key areas (e.g., Hajj, airports) to enhance pickup accuracy.
- Full-time
PMO & Data Analysis Lead
Careem
09.2019 - 02.2020
- Conducted company-wide performance analysis focused on product performance, to help leadership decisions in product adoption.
- Monitored KPIs, tracking trips, retention, revenue, ATF, and ETA, with weekly/monthly reviews.
- Managed follow-ups on key action items, coordinating with teams, to accelerate on-time completion rate.
- Developed Tableau dashboards visualizing insights, breaking down city performance, improving decision-making speed.
- Full-time
Central Quality Associate
Careem
07.2018 - 09.2019
- Directed continuous improvement initiatives for quality and service delivery, resolving complex supplier quality issues and integrating corrective feedback to prevent recurrence.
- Owned end-to-end management of TGA complaints and audit compliance, ensuring timely resolution within SLA timelines and adherence to regulatory standards across departments.
- Resolved supplier quality issues and ensured feedback integration.
- Reported directly to senior management through recurring project performance reviews, providing data-driven insights on quality metrics and improvement initiatives.
Customer Service Executive
Careem
10.2015 - 07.2018
- Provided bilingual rider support via Zendesk and phone, resolving service issues and improving loyalty.
- Led outbound call campaigns and feedback projects to enhance rider retention.
- Resolved Twitter escalations promptly, ensuring timely issue handling within SLAs.
Customer Service Agent
DMS-MENA / Raneen
09.2012 - 10.2013
- Handled high-profile clients across GCC, including Magrabi Optical and Home Styles.
- Trained and supervised new hires in customer service processes.
Skills
- Braze
- Campaigns
- Communication Skills
- Computer Skills
- Customer Experience
- Customer Service
- Data Analysis
- KPI
- Microsoft Excel
- Microsoft Office
- Microsoft PowerPoint
- Operations Strategy
- SQL
- Tableau
- Zendesk
AWARDS & SCHOLARSHIPS
- Certificate of Recognition: Every Experience Matters
- 2024-07, Careem
Timeline
Supply Lead / Senior Supply Lead
Careem
02.2020 - 04.2025
PMO & Data Analysis Lead
Careem
09.2019 - 02.2020
Central Quality Associate
Careem
07.2018 - 09.2019
Customer Service Executive
Careem
10.2015 - 07.2018
Operations Manager
Careem
10.2015 - 08.2025
Customer Service Agent
DMS-MENA / Raneen
09.2012 - 10.2013