The Role
Lead and deliver process improvement initiatives across operations, customer experience, and support. Map, redesign, and optimize end-to-end processes using Lean Six Sigma and Kaizen. Define KPIs, track performance, apply VoC and data analysis, implement scalable improvements (supply, drivers, restaurants), coach teams, and drive adoption of automation and AI to reduce handle times and improve quality, scalability, and cost efficiency.
Summary Generated by Built In
🚀 Welcome to Your Next Adventure!
The Senior Process Improvement Specialist plays a key role in driving operational excellence across Snoonu’s Super App ecosystem. This role focuses on hands-on process optimization, helping make the organization faster, smarter and more scalable by improving how work gets done across operations, customer experience, and support functions.
This role partners closely with cross-functional teams to redesign processes, deliver measurable improvements, and embed a practical culture of continuous improvement grounded in data, customer insight, and frontline engagement.
🛠 What You’ll Get Your Hands On:
- Lead and deliver process improvement initiatives across operational domains, aligned to business priorities.
- Assess, map, redesign, and optimize end-to-end processes to improve speed handle times of cases, quality, scalability, and cost efficiency.
- Apply Lean, Six Sigma and Kaizen (or similar) methodologies to solve problems and drive sustainable improvements.
- Define and track KPIs, contribute to performance dashboards, and support governance routines to ensure impact.
- Act as a change agent within projects, supporting adoption of new ways of working across teams.
- Use Voice of the Customer (VoC) insights and data analysis to identify root causes and improve customer experience outcomes.
- Partner with Operations, Product, Tech, and CX teams to implement practical, data-driven improvements.
- Coach team members and process owners on continuous improvement tools and ways of working.
- Identify bottlenecks, inefficiencies, and operational risks and how to mitigate them - Using Ai to improve and speed handle times of cases
- Design and implement scalable process improvements around supply- Drivers, Restaurants, Supply
- Standardize operational procedures across People Ops and Ops
🧙♂️ The Magic You Bring
- Strong experience in process improvement, operational excellence, or continuous improvement roles.
- Hands-on expertise in Lean Six Sigma, DMAIC, VSM, PDCA, Kaizen, and related methodologies.
- Proven ability to deliver end-to-end process improvement projects in fast-paced operational environments.
- Solid stakeholder management and change support skills, with the ability to influence without authority.
- Data-driven mindset, comfortable defining KPIs and translating insights into actionable improvements.
- Customer-centric approach, using feedback and VoC data to guide priorities.
- Exposure to digital transformation, automation, or process enablement tools.
- Lean Six Sigma or Operational Excellence certifications.
✨ Bonus Points if You Have:
- Clear communicator who can work effectively with both leadership stakeholders and frontline teams.
- Experience in logistics, delivery, aviation, or high-volume service operations.
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
- Strong experience in process improvement, operational excellence, or continuous improvement roles
- Hands-on expertise in Lean Six Sigma, DMAIC, VSM, PDCA, Kaizen
- Proven ability to deliver end-to-end process improvement projects in fast-paced operational environments
- Stakeholder management and change support skills with ability to influence without authority
- Data-driven mindset; experience defining KPIs and translating insights into actionable improvements
- Customer-centric approach; experience using VoC and customer feedback to guide priorities
- Exposure to digital transformation, automation, process enablement tools (including AI)
- Lean Six Sigma or Operational Excellence certifications
- Experience in logistics, delivery, aviation, or high-volume service operations
- Clear communicator able to work effectively with leadership stakeholders and frontline teams
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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/
