Job Description/Specification:
Snoonu, Qatar's leading Super App, is seeking an experienced Operations Manager – Mobility Services to lead the day-to-day operations of its expanding real-time mobility platform. The successful candidate will oversee dispatch operations, driver and fleet management, routing efficiency, and service execution to ensure reliable, scalable, and customer-focused mobility services.
This role is ideal for professionals with experience in ride-hailing, mobility, logistics, transportation, fleet management, or real-time operations who thrive in fast-paced environments and excel at optimizing operational performance through data-driven decision-making.
About This Role
As an Operations Manager, you will manage live mobility operations, optimize driver allocation, monitor service performance, and ensure seamless coordination between supply and demand. Working closely with Product, Engineering, Data, and Commercial teams, you will improve operational efficiency, maintain service quality, and support the growth of Snoonu's mobility business.
Key Responsibilities
Real-Time Operations Management
- Oversee daily mobility operations, including dispatch, trip fulfillment, and service execution.
- Monitor real-time operational performance to ensure reliable customer service.
- Maintain operational readiness across all mobility services.
- Ensure efficient execution during peak demand periods.
Fleet & Driver Operations
- Manage driver onboarding, readiness, scheduling, and performance.
- Ensure adequate driver availability across operational zones.
- Coordinate fleet operations to maintain optimal service coverage.
- Build strong working relationships with drivers, fleet partners, and mobility vendors.
Dispatch & Routing Optimization
- Manage real-time dispatch and demand-supply matching.
- Optimize routing efficiency using GPS and operational data.
- Improve driver positioning based on demand forecasts and geographical analysis.
- Monitor dispatch performance to minimize waiting times.
Performance Management
- Own and improve key operational KPIs, including:
- Pickup Time
- ETA Accuracy
- Trip Completion Rate
- Driver Utilization
- Cancellation Rate
- Service Reliability
- Analyze operational data to identify improvement opportunities.
- Implement corrective actions to improve efficiency and customer satisfaction.
Incident & Service Recovery
- Resolve operational disruptions, delays, trip failures, and driver no-shows.
- Manage real-time incident response during service interruptions.
- Coordinate with internal stakeholders to restore service quickly.
- Ensure effective escalation and communication during operational issues.
Operational Excellence
- Develop and maintain Standard Operating Procedures (SOPs).
- Define dispatch rules, service standards, and exception handling processes.
- Drive continuous improvement through operational analysis and process optimization.
- Support business scalability by implementing efficient operational workflows.
Cross-Functional Collaboration
- Partner with Product, Engineering, Data, Commercial, and Customer Support teams.
- Ensure operational processes align with technology capabilities and business objectives.
- Support new feature rollouts and operational improvements.
- Contribute to strategic planning for mobility expansion.
Minimum Requirements
Experience
- 5–7 years of experience in:
- Operations Management
- Ride-Hailing
- Mobility Services
- Transportation Operations
- Logistics
- Real-Time Dispatch
- Experience managing driver or fleet operations.
- Experience working in high-volume, time-sensitive operational environments.
Preferred Qualifications
- Experience within Qatar or GCC mobility and logistics sectors.
- Experience with GPS-based operations and dispatch platforms.
- Knowledge of ride-hailing or on-demand transportation ecosystems.
- Bachelor's Degree in Business, Logistics, Operations Management, Engineering, or a related discipline.
Technical Skills
- Operations Management
- Mobility Operations
- Ride-Hailing Operations
- Dispatch Management
- Fleet Management
- Driver Operations
- Supply & Demand Planning
- Route Optimization
- GPS-Based Operations
- Real-Time Service Management
- Logistics Operations
- Transportation Management
- KPI Management
- Operational Analytics
- Performance Monitoring
- Incident Management
- Process Improvement
- Standard Operating Procedures (SOPs)
- Service Optimization
- Cross-Functional Coordination
- Data-Driven Decision Making
Soft Skills
- Leadership
- Decision Making
- Problem Solving
- Communication Skills
- Stakeholder Management
- Team Collaboration
- Time Management
- Planning & Organization
- Adaptability
- Customer Focus
- Analytical Thinking
- Ownership Mindset
- Resilience Under Pressure
- Continuous Improvement
- Results Orientation
Why Join Snoonu?
Snoonu is Qatar's fastest-growing Super App, transforming everyday life through technology, innovation, and world-class delivery and mobility services. As a Great Place to Work® Certified company with ISO 9001:2015 and ISO 45001:2018 certifications, Snoonu offers outstanding career development, flexible working, continuous learning opportunities, and the chance to shape the future of mobility in the region.