Vertical Operations Director

Role Overview

The Vertical Operations Director is entrusted with overseeing and enhancing the efficiency and growth of Snoonu’s primary business verticals such as grocery, laundry, ticketing, and prospective new verticals within the Snoonu platform. This leadership role guarantees operational ownership, superior execution, high-quality service, and profitable expansion while adhering to the company’s stringent customer-centric and operational standards.

Core Responsibilities

• Manage daily operations for multiple verticals ensuring smooth workflows and clear ownership.
• Develop and implement scalable operational models and improve unit economics.
• Address cross-functional challenges and prepare verticals for growth locally and in new markets.

Specific Vertical Management

• Grocery Operations: Command overall performance of grocery suppliers, guaranteeing product availability, accuracy in stock and pricing, improving picking and packing procedures, and managing customer complaint trends. Support dark-store or quick-commerce infrastructures when needed to enhance customer repeat rate and reliability.
• Laundry Operations: Oversee end-to-end laundry processes from pickup to delivery, ensuring adherence to service level agreements, quality control, and reducing delays or errors. Introduce clear escalation paths for high-value or problematic items and work hand-in-hand with product and logistics teams.
• Ticketing Operations: Manage ticketing service performance including inventory, pricing accuracy, event coordination, customer issue reduction, and operational support during events. Develop SOPs for event day support, risk assessment, and processes for expansion into wider entertainment sectors.

Additional Vertical Oversight

• Retail Operations: Enhance operations for sectors like flowers, pharmacies, electronics, beauty, gifts and fashion, improving accuracy, packaging, and fulfillment while building category-specific standards.
• Marketplace Operations: Monitor marketplace health, ensuring coordination between merchants, logistics, and support teams, improving KPI performance and supporting new vertical launches with operational readiness.
• New Vertical Launches: Lead operational preparations including SOPs, SLAs, pilot launches, risk evaluation, pricing and settlement reviews, and logistics readiness to ensure smooth market introductions.

Leadership and Strategy

• Define strategic operational models, set KPIs, and convert business goals into executable plans.
• Drive daily vertical performance, conduct reviews, and implement action plans to resolve bottlenecks.
• Enhance customer experience by analyzing complaint data and ensuring strong service recovery mechanisms.
• Establish clear expectations and accountability for partners and merchants, working with commercial teams to uphold operational excellence.
• Develop and maintain comprehensive SOPs, SLAs, and governance frameworks with escalation flows.
• Use data and dashboards to monitor vertical performance, identify risks, and inform leadership reviews.
• Focus on profitability by collaborating with finance and commercial teams to optimize cost-efficiency and margin health.
• Lead and cultivate effective operations teams with clear roles and leadership development.

About Snoonu

Snoonu is a homegrown Super App in Qatar aiming to revolutionize everyday life with fast delivery and shopping services powered by innovative technology and a global team. The company fosters a culture centered on customer obsession, integrity, creativity, ownership, smart work, and collaboration.

Culture and Benefits

• Work alongside a diverse international team.
• Access to professional development budgets, courses, and growth tools.
• Autonomy in managing responsibilities and projects.
• Generous and flexible leave policies prioritizing wellness.
• Agile methodologies embedded throughout product and operations.
• Recognized as a Great Place to Work® certified employer.
• Committed to ISO 9001:2015 and ISO 45001:2018 standards, ensuring quality and a safe working environment.
• Strong dedication to sustainability, corporate social responsibility, and diversity & inclusion.

Join Us

If you are ready to contribute to an innovative and transformative mission while working in an empowering environment, consider applying to become part of this dynamic team at Snoonu.