The Role
Leads end-to-end operational performance for non-warehouse marketplace merchants, covering order acceptance through post-delivery. Designs scalable workflows, SOPs, RACI structures, escalation matrices, and service standards. Tracks fulfillment, delivery, cancellation, and service metrics; identifies root causes and drives corrective actions. Partners with merchant success, category, customer service, and logistics teams while presenting performance reviews, risks, and improvement plans to leadership.
Summary Generated by Built In
🚀 Welcome to Your Next Adventure!
The Marketplace Operations Manager will lead the operational strategy and execution for all non-warehouse merchants. This role ensures a seamless end-to-end order lifecycle, focusing on optimizing fulfillment efficiency, maintaining high service levels, and scaling operations through process design and cross-functional collaboration. The ideal candidate will proactively identify and mitigate operational risks while driving continuous improvement to elevate the overall merchant and customer experience.
🛠 What You’ll Get Your Hands On:
E2E Merchant Operations Performance
• Own end-to-end operational performance of merchants across the entire order lifecycle — order acceptance, fulfillment, shipping, delivery, and post-delivery.
• Track and drive improvement in Order Fulfillment Rate and Order Fulfillment Time (TAT) to ensure merchants ship within committed SLAs.
• Monitor and reduce Order Cancellation Rate by identifying root causes (inventory mismatches, merchant delays, stockouts) and driving corrective action with merchants.
Structuring & Scaling Marketplace Operations
• Design and structure the overall marketplace operations flow — from merchant onboarding and order processing to exception handling and escalation management.
• Build clear SOPs, workflows, and RACI structures for how operations, merchant support, and category teams collaborate on performance issues.
• Define escalation matrices and turnaround-time standards for issue resolution (order delays, cancellations, complaints, disputes).
Cross-Functional Collaboration & Reporting
• Work closely with Merchant/Seller Success, Category, Customer Service, and Logistics/Carrier teams to align on merchant performance issues and resolution ownership.
• Prepare and present regular performance reviews and business reviews to leadership, highlighting trends, risks, and improvement plans.
🧙♂️ The Magic You Bring
- Bachelor’s degree in Business Administration, Operations, Supply Chain, Engineering, or a related field.
- 3-5 years of experience in marketplace operations, logistics, supply chain management, or e-commerce operations.
- Strong analytical skills with proficiency in data tools (Excel, SQL, or BI dashboards) to track performance metrics.
- Proven ability to design and optimize operational workflows, SOPs, and scalable processes.
- Excellent project management skills, with experience managing cross-functional projects and stakeholders.
✨ Bonus Points if You Have:
- Strong problem-solving mindset, capable of conducting root cause analysis and implementing systemic solutions.
- Effective communicator with the ability to present data-driven insights and reports to leadership.
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
- Bachelor's degree in Business Administration, Operations, Supply Chain, Engineering, or a related field
- 3-5 years of experience in marketplace operations, logistics, supply chain management, or e-commerce operations
- Strong analytical skills with proficiency in Excel, SQL, or BI dashboards
- Experience designing and optimizing operational workflows, SOPs, and scalable processes
- Strong project management skills and experience managing cross-functional projects and stakeholders
- Problem-solving skills, including root cause analysis and implementation of systemic solutions
- Ability to communicate effectively and present data-driven insights and reports to leadership
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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/
