The Role
Lead CX strategy and operations to reduce defects across the customer journey. Establish defect taxonomy, measure core CX metrics, drive cross-functional initiatives, build governance, and implement preventative, scalable solutions with Data, Product, Engineering, and Operations.
Summary Generated by Built In
🚀 Welcome to Your Next Adventure!
Are you a strategic mastermind who views every customer friction point as an opportunity for innovation? As our CX Strategy and Operations Head, you won't just be managing a department; you'll be the architect of excellence in Qatar's leading Super App.
We are looking for a visionary leader to bridge the gap between high-level strategy and granular operational execution. In this role, you will sit at the heart of Snoonu’s ecosystem, leading the charge to diagnose, dismantle, and eliminate defects across the entire journey — from the moment a customer opens the app to the second a rider arrives at their door. If you are obsessed with data-driven precision, thrive in cross-functional collaboration, and are ready to shift an entire organization from reactive fixes to proactive, scalable solutions, your quest starts here.
🛠 What You’ll Get Your Hands On:
Own End-to-End CX Strategy & Defect Reduction- Define and lead the overarching Customer Experience strategy with a strong focus on reducing defects across the journey, including cancellations, delays, poor-quality orders, and low customer ratings.
- Establish a clear defect taxonomy, measurement frameworks, and targets to systematically improve experience quality and reliability.
- Deep dive into customer experience issues across customers, riders, and merchants to identify root causes of defects.
- Translate insights into structured initiatives that eliminate problems at the source rather than relying on reactive fixes.
- Design and implement frameworks that improve order success rates, delivery reliability, and overall service consistency.
- Partner with Operations and Product teams to reduce variability and ensure high-quality execution across all touchpoints.
- Act as the central driver for CX improvements across Product, Engineering, Operations, Support, and Commercial teams.
- Align stakeholders around shared goals, priorities, and measurable outcomes tied to CX performance.
- Develop policies, guardrails, and accountability frameworks across customers, riders, and merchants to ensure consistent, fair, and high-quality experiences.
- Balance customer satisfaction with operational efficiency and financial sustainability.
- Define and track core CX metrics (defect rates, cancellations, delays, ratings).
- Build dashboards, reporting frameworks, and insights that enable proactive identification of issues and opportunities.
- Shift the organization from reactive problem-solving to proactive defect prevention through automation, product improvements, and smarter processes.
- Partner with Data and Engineering to build scalable tools, alerts, and systems that reduce manual intervention.
🧙♂️ The Magic You Bring
- 8+ years of experience in strategy, operations, CX, or related roles in fast-paced, customer-centric organizations.
- Proven track record of improving customer experience metrics and reducing operational defects at scale.
- Strong ability to break down ambiguous problems into structured frameworks and actionable solutions.
- Demonstrated experience leading cross-functional initiatives from strategy through execution and impact.
- Strong analytical mindset with experience using data to identify issues, measure impact, and drive decisions.
- Experience working closely with Product, Engineering, Operations, and Support teams.
- Excellent stakeholder management and communication skills, with the ability to influence senior leaders.
- A strong ownership mindset with a bias toward action and measurable outcomes.
- Passion for building scalable systems that improve both customer experience and operational efficiency.
Inside Snoonu’s Universe
Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
The Dream We’re Chasing
To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.
The Quest We’re On
To radically transform how people live by leveraging technology to connect them with endless possibilities.
Our Everyday Superpowers
Be Customer Obsessed: “Focus on the customer and all else will follow.”
Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”
Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”
Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”
Work Smart and Deliver Results: “You can do more by doing less, better, and faster.”
It's All About People: “Be a team player; together we are stronger.”
Real Builders Ship: “We turn ideas into products, plans into action, and challenges into opportunities.”
Perks & Worklife Magic At Snoonu
🌐 Global Vibes – Collaborate with a worldwide crew.
🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth.
🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
🏝️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
Great Place to Work® Certified
We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.
Certified for Excellence
Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.
Beyond the Code: Giving Back Matters
We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
Diversity Isn’t Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
Let’s Build the Future Together
Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.
Stay in the loop—connect with us on LinkedIn!
Skills Required
- 8+ years of experience in strategy, operations, CX, or related roles in fast-paced, customer-centric organizations
- Proven track record of improving customer experience metrics and reducing operational defects at scale
- Strong analytical mindset with experience using data to identify issues, measure impact, and drive decisions
- Demonstrated experience leading cross-functional initiatives from strategy through execution and impact
- Experience working closely with Product, Engineering, Operations, and Support teams
- Excellent stakeholder management and communication skills, with ability to influence senior leaders
- Ability to break down ambiguous problems into structured frameworks and actionable solutions
- Ownership mindset with a bias toward action and measurable outcomes
- Passion for building scalable systems that improve customer experience and operational efficiency
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The Company
What We Do
Welcome to Snoonu, Qatar's leading tech innovator. Founded by Hamad Al-Hajri in 2019, Snoonu is your go-to app for online shopping, food and grocery delivery, pharmacy needs, and more. At Snoonu, we're not just revolutionizing convenience but pioneering it. Our super-app offers 11 essential services in one place, from quick meals to urgent pharmacy runs, grocery shopping, and even a personal picker (Snoosend). We're here to make your life easier and inspire you with our constant drive for innovation. But we're more than just a company; we're a vibrant community driven by a shared vision to harness technology for societal betterment. Join a team that doesn't just participate in the future of Qatar's economy but shapes it. Here, being extraordinary is our everyday standard. By using our services, you're not just making your life easier; you're contributing to the growth and convenience of our community. With our app, convenience is just a tap away. Experience the ease of having anything delivered to your doorstep. Embark on this exhilarating journey with us and be part of Qatar's next big success story. Visit us: ★ Website: https://snoonu.com ★ Instagram: https://www.instagram.com/snoonu/ ★ Twitter: https://twitter.com/snoonu_qa ★TikTok: https://www.tiktok.com/@snoonu ★ Facebook: https://www.facebook.com/snoonu.qa/
