Job Description/Specification:
Snoonu is seeking an experienced Operations Manager – Mobility & Real-Time Operations to oversee and optimize day-to-day mobility and on-demand service operations. The role will focus on dispatch, routing, driver and fleet supply, service performance, operational readiness, and real-time issue resolution.
The successful candidate will translate business requirements into practical operating processes, manage real-time service execution, and work closely with Product, Technology, Data, Commercial, and external mobility partners to deliver reliable, efficient, and customer-focused operations.
Key Responsibilities
Real-Time Operations
- Manage daily mobility operations, including dispatch, trip fulfillment, routing, and live service performance.
- Monitor real-time operations to ensure service reliability and operational readiness.
- Resolve trip failures, delays, driver no-shows, system disruptions, and other operational issues.
- Ensure smooth execution during peak demand periods and high-pressure operating conditions.
Driver & Fleet Operations
- Manage driver and fleet readiness, availability, onboarding, and performance.
- Ensure adequate supply coverage across operational zones and peak periods.
- Monitor driver performance and implement corrective actions where required.
- Coordinate with external driver, fleet, and mobility partners to maintain service availability.
Dispatch & Supply Optimization
- Optimize real-time matching between customer demand and available drivers.
- Monitor demand patterns and strategically position supply across different zones.
- Improve pickup times, utilization, trip completion, cancellation rates, and ETA accuracy.
- Identify supply-demand gaps and implement timely operational solutions.
Performance & KPI Management
- Own key mobility performance indicators, including:
- Pickup time
- Trip completion
- Cancellation rate
- ETA accuracy
- Driver utilization
- Service availability
- Analyze operational data to identify performance gaps and improvement opportunities.
- Prepare operational reports and communicate performance trends to relevant stakeholders.
SOPs & Operational Excellence
- Develop, implement, and maintain SOPs covering trip lifecycle, dispatch processes, driver standards, and exception handling.
- Establish operational standards to ensure consistent service delivery.
- Identify process inefficiencies and implement continuous improvement initiatives.
- Use data and operational insights to improve service speed, reliability, and efficiency.
Cross-Functional Collaboration
- Work closely with Product, Technology, Data, Commercial, Customer Service, and other internal teams.
- Provide operational input into system, product, and process improvements.
- Coordinate with external mobility, fleet, and driver partners.
- Ensure operational requirements are clearly translated into executable processes.
Minimum Requirements
- Bachelor's Degree in Business Administration, Operations Management, Logistics, Transportation, Engineering, or a related field is preferred.
- 5–7 years of experience in operations, mobility, ride-hailing, logistics, transportation, or real-time dispatch environments.
- Proven experience managing driver, fleet, or supply-side operations.
- Strong understanding of dispatch systems, routing, GPS-based operations, or real-time service platforms.
- Experience operating in high-pressure, time-sensitive environments.
- Strong analytical and problem-solving capabilities.
- Experience using real-time operational data to make business decisions.
Preferred Skills
- Experience in the Qatar or GCC mobility, logistics, ride-hailing, or transportation ecosystem.
- Knowledge of geo-operations, demand forecasting, driver positioning, and supply optimization.
- Experience with operational dashboards, fleet management systems, GPS platforms, and dispatch technologies.
- Strong stakeholder management and communication skills.
- Ability to work effectively across technical and non-technical teams.
Core Competencies
- Real-Time Operations Management
- Fleet & Driver Operations
- Dispatch & Routing Optimization
- Supply & Demand Management
- KPI & Performance Management
- Data-Driven Decision Making
- Incident Management
- Process Improvement
- Stakeholder Management
- Problem Solving
- Leadership
- Customer Focus
- Operational Excellence
Ideal Candidate
The ideal candidate is a hands-on operations professional who thrives in real-time, high-volume environments where every minute can impact customer experience. You should be comfortable balancing supply, demand, geography, technology, and operational execution while making quick decisions under pressure.
This role is suited to professionals currently working as Mobility Operations Managers, Ride-Hailing Operations Managers, Fleet Operations Managers, Dispatch Managers, Logistics Operations Managers, Transportation Operations Managers, or Real-Time Operations Managers.