Job Description/Specification:
Snoonu, Qatar's leading homegrown Super App, is looking for an experienced Vertical Operations Director to lead and scale the operational performance of its growing non-food business verticals, including Grocery, Laundry, Ticketing, Retail, Marketplace, and future business lines. This strategic leadership role is responsible for driving operational excellence, improving customer experience, optimizing unit economics, and building scalable operating models that support sustainable business growth.
The ideal candidate will have strong experience in operations management, marketplace or e-commerce operations, cross-functional leadership, and process optimization. You will work closely with Product, Logistics, Commercial, Finance, Customer Experience, and Merchant teams to ensure every business vertical delivers exceptional service and operational efficiency.
About This Role
As the Vertical Operations Director, you will define operational strategies, establish service standards, monitor business performance, and lead continuous improvement initiatives across multiple business verticals. You will be responsible for ensuring operational readiness, customer satisfaction, partner performance, and profitable growth while supporting Snoonu's expansion within Qatar and future markets.
Key Responsibilities
📊 Operational Strategy & Performance
- Develop operating models, SOPs, KPIs, and service standards for each business vertical.
- Drive operational excellence and continuous process improvement.
- Monitor operational performance and resolve bottlenecks.
- Lead weekly business reviews and implement action plans.
- Improve operational efficiency, scalability, and service quality.
🛒 Vertical Operations Management
- Oversee Grocery, Laundry, Ticketing, Retail, Marketplace, and future business verticals.
- Improve fulfillment, product availability, inventory accuracy, packaging, and service reliability.
- Ensure operational readiness for new business launches.
- Develop scalable processes for future expansion.
- Manage service quality and customer experience across all verticals.
🤝 Cross-Functional Leadership
- Collaborate with Product, Logistics, Commercial, Finance, Customer Experience, and Merchant teams.
- Strengthen merchant and partner operational performance.
- Build effective escalation processes and governance frameworks.
- Coordinate with internal stakeholders to resolve operational challenges.
- Support new initiatives and business growth strategies.
📈 Customer Experience & Business Growth
- Improve customer satisfaction and reduce operational complaints.
- Analyze operational data and identify improvement opportunities.
- Optimize unit economics, fulfillment efficiency, and operational costs.
- Build performance dashboards and executive reports.
- Lead and mentor high-performing operations teams.
Minimum Requirements
Education & Experience
- Bachelor's Degree in Business Administration, Operations Management, Supply Chain, Engineering, or a related field. Master's degree is an advantage.
- Extensive leadership experience in Operations, Marketplace, E-commerce, Retail, Logistics, or Technology.
- Proven experience managing multiple business units or operational verticals.
- Strong background in process improvement, operational strategy, and performance management.
Preferred Skills
- Strong leadership and stakeholder management abilities.
- Experience developing SOPs, SLAs, and operational governance.
- Excellent analytical and problem-solving skills.
- Commercial awareness with strong financial acumen.
- Ability to manage large cross-functional teams.
- Excellent communication and decision-making skills.
Technical Skills
- Operations Management
- Marketplace Operations
- Business Process Improvement
- Supply Chain Management
- Logistics Operations
- Performance Management
- KPI Development
- SOP & SLA Management
- Data Analytics & Reporting
- Customer Experience Management
Core Competencies
- Strategic Leadership
- Operational Excellence
- Customer Focus
- Stakeholder Management
- Commercial Awareness
- Team Leadership
- Change Management
- Decision Making
- Problem Solving
- Results Orientation
Why Join Snoonu?
- Join Qatar's leading homegrown Super App with ambitious regional growth plans.
- Lead innovative business verticals across a fast-growing technology platform.
- Work in a collaborative, agile, and customer-focused environment.
- Access continuous learning and professional development opportunities.
- Be part of a Great Place to Work® Certified organization with a strong culture of innovation and ownership.
Job Information
- Job Title: Vertical Operations Director
- Company: Snoonu
- Location: Qatar
- Employment Type: Full-Time
- Industry: Technology | E-commerce | Marketplace | Logistics
Who Can Apply?
This role is suitable for professionals currently working as:
- Operations Director
- Head of Operations
- Marketplace Operations Director
- Commercial Operations Director
- Supply Chain Director
- Logistics Director
- Business Operations Director
Candidates with experience in E-commerce, Marketplace Platforms, Retail, Logistics, Quick Commerce, Super Apps, Technology, FMCG, or Supply Chain Operations are encouraged to apply.
CV Tips
Highlight your experience managing multiple business units, operational transformations, customer experience initiatives, process optimization, KPI improvements, team leadership, profitability improvements, and cross-functional stakeholder management. Include measurable achievements such as cost savings, operational efficiency gains, customer satisfaction improvements, and revenue growth.
Application Tips
Quantify your leadership achievements by including team size, operational KPIs, service improvements, business growth, cost optimization, and successful business launches. Optimize your CV with ATS keywords including Operations Director, Marketplace Operations, Business Operations, Supply Chain, Logistics, E-commerce, Customer Experience, Operational Excellence, SOP, SLA, KPI Management, Retail Operations, Quick Commerce, and Leadership.
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