Job Description/Specification:
Snoonu, Qatar’s leading homegrown Super App, is looking for an analytical and strategic Agent Tools Strategy & Operations Specialist to enhance the tools, systems, and processes that empower customer support teams. This role bridges Customer Experience (CX), Product, Operations, and Engineering, driving operational excellence through process optimization, automation, and data-driven decision-making.
The ideal candidate will leverage technology, analytics, and cross-functional collaboration to improve agent productivity, streamline workflows, and deliver exceptional customer support experiences.
About This Role
As an Agent Tools Strategy & Operations Specialist, you will own the strategy and optimization of customer support tools, collaborate with Product and Engineering teams to develop new capabilities, analyze operational performance, and implement process improvements that enhance customer and agent experiences.
Key Responsibilities
🛠️ Agent Tools & Process Optimization
- Own and improve customer support tools and operational workflows.
- Identify opportunities to automate and streamline support processes.
- Define functional requirements for new tooling and system enhancements.
- Develop scalable workflows, templates, and guided support processes.
🤝 Product & Cross-Functional Collaboration
- Partner with Product and Engineering teams to design and launch new features.
- Translate operational needs into product requirements and roadmaps.
- Support feature testing, quality assurance, and successful product rollouts.
- Monitor post-launch performance and recommend continuous improvements.
📊 Data Analytics & Performance
- Analyze support performance using SQL, Excel, and BI tools.
- Build dashboards and reports to monitor operational KPIs.
- Identify process bottlenecks and recommend data-driven improvements.
- Measure the impact of tooling and workflow enhancements.
🚀 Customer Experience Strategy
- Improve operational metrics such as Average Handle Time (AHT), First Contact Resolution (FCR), and service quality.
- Support customer journey optimization and operational excellence initiatives.
- Develop SOPs, best practices, and scalable operational frameworks.
- Contribute to broader Customer Experience (CX) transformation projects.
Minimum Requirements
Education
- Bachelor's degree in Business Administration, Operations Management, Engineering, Information Systems, Data Analytics, Computer Science, or a related field.
Experience
- 4–6 years of experience in Customer Experience (CX), Support Operations, Product Operations, Strategy, Consulting, Business Operations, or similar analytical roles.
- Experience working within technology companies, marketplaces, e-commerce, or fast-paced environments is preferred.
Preferred Skills
- Strong analytical and problem-solving abilities.
- Experience collaborating with Product and Engineering teams.
- Process improvement and operational excellence mindset.
- Excellent stakeholder management and communication skills.
- Ability to work independently in ambiguous and fast-changing environments.
Technical Skills
- SQL
- Microsoft Excel (Advanced)
- Power BI
- Tableau
- Data Analysis & Reporting
- Business Process Improvement
- Product Operations
- Customer Experience (CX)
- Workflow Automation
- KPI Dashboard Development
Core Competencies
- Analytical Thinking
- Strategic Planning
- Process Improvement
- Problem Solving
- Communication
- Stakeholder Management
- Project Management
- Customer Focus
- Adaptability
- Results Orientation
Who Can Apply?
This opportunity is suitable for professionals currently working as:
- Customer Experience Specialist
- Support Operations Specialist
- Product Operations Specialist
- Business Operations Analyst
- Process Improvement Specialist
- CX Strategy Analyst
- Operations Excellence Specialist
- Product Analyst
- Business Analyst
- Operations Strategy Specialist
Professionals from the Technology, E-commerce, Marketplaces, FinTech, Customer Experience, Operations, Consulting, SaaS, and Digital Platforms industries are encouraged to apply.
CV Tips
Highlight:
- Experience improving customer support operations and workflows.
- Process automation and operational efficiency initiatives.
- SQL, Excel, Power BI, Tableau, or business intelligence expertise.
- Cross-functional collaboration with Product and Engineering teams.
- Measurable improvements in KPIs such as AHT, FCR, SLA, or customer satisfaction.
Application Tips
- Quantify achievements related to process optimization, automation, or operational improvements.
- Highlight your experience using SQL, Excel, and BI tools to solve business problems.
- Showcase successful cross-functional projects involving Product, Engineering, or Operations teams.
- Demonstrate your ability to analyze complex problems and implement scalable solutions.
- Optimize your CV with ATS-friendly keywords related to customer experience, support operations, business analytics, process improvement, and product operations.
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