Vertical Operations Director

Role Overview

As Vertical Operations Director at Snoonu, you will lead and enhance the operational effectiveness of key business verticals including grocery, laundry, ticketing, and future expansions within the Snoonu ecosystem. Your primary focus will be to ensure these verticals meet ownership clarity, efficient execution, exemplary service standards, and profitable growth, all while upholding Snoonu’s customer-centric values.

Key Responsibilities

• Manage grocery operations by partnering with supermarkets and convenience stores, ensuring product availability, accurate stock and pricing, streamlined picking and packing, and improved customer experience.
• Supervise laundry operations end-to-end, including pickup, processing, and delivery, establishing clear SLAs to minimize delays, damages, and complaints.
• Oversee ticketing services operations, handling event coordination, accurate ticket inventory, pricing, and customer support during event lifecycles.
• Possibly oversee retail verticals such as flowers, pharmacies, electronics, and fashion, focusing on operational excellence and SOP development.
• Manage marketplace health across verticals by monitoring supply, improving coordination among stakeholders, and addressing operational inefficiencies.
• Lead new vertical launches, including defining operating models, building SOPs, conducting pilot tests, and managing cross-functional readiness.
• Drive operational strategy, set KPIs, monitor performance, and implement continuous improvement initiatives across all verticals.
• Ensure customer satisfaction through service recovery, complaint analysis, and collaboration with support teams.
• Establish and enforce partner operational standards, holding them accountable and collaborating with commercial teams for improvements.
• Create and maintain SOPs, SLAs, governance frameworks, and escalation protocols across verticals.
• Utilize data and reporting to perform business reviews, identify risks, track trends, and develop actionable plans.
• Collaborate with finance to enhance profitability by optimizing unit economics, reducing costs, and improving operational efficiencies.
• Build and lead a high-performing vertical operations team, clearly defining roles, performance expectations, and fostering a leadership culture.

About Snoonu

Snoonu is Qatar’s pioneering Super App redefining daily convenience with fast delivery and shopping solutions all in one platform. We aim to be a regional Ultra App through technological innovation and community enrichment, driven by deep customer obsession and integrity.

Company Values

• Prioritize customers in every decision.
• Uphold honesty, ethics, and trustworthiness.
• Embrace innovation and creativity for lasting impact.
• Lead by example and take ownership.
• Work efficiently to deliver meaningful results.
• Value teamwork and collective strength.
• Translate ideas into actionable outputs.

Perks and Work Culture

• Work within a global, diverse team.
• Access continuous learning budgets and professional development tools.
• Experience autonomy in task ownership and career path.
• Enjoy flexible leave policies focused on wellness and recharge.
• Operate in an agile environment utilizing Scrum methodology.
• Recognized as a Great Place to Work® certified company.
• Maintains ISO 9001:2015 and ISO 45001:2018 certifications ensuring quality and safety.
• Engaged in sustainable business practices and community giving efforts.
• Committed to diversity, fairness, and equal opportunity employment.