The Role
Lead and scale operational performance across grocery, laundry, ticketing and other non-food verticals. Build operating models, SOPs, SLAs, and dashboards; drive partner excellence, improve unit economics, lead cross-functional teams, run launches and pilots, and ensure high customer experience and profitable growth.
Summary Generated by Built In
🚀 Welcome to Your Next Adventure!
The Vertical Operations Director is responsible for owning and scaling the operational performance of Snoonu’s key business verticals, including grocery, laundry, ticketing, and any future verticals launched under Snoonu’s ecosystem.
This role ensures that each vertical operates with clear ownership, strong execution, high service quality, and profitable growth, while maintaining Snoonu’s customer obsession and operational standards.
The Vertical Operations Director is not only responsible for day-to-day operations, but also for building scalable operating models, improving unit economics, solving cross-functional issues, and ensuring that each Non-food vertical is ready to grow in Qatar and future markets.
🛠 What You’ll Get Your Hands On:
1. Grocery Operations
Own the operational performance of grocery, supermarket, convenience, and quick-commerce partners.
- Ensure product availability, stock accuracy, pricing accuracy, and substitution processes are properly managed.
- Reduce missing items, wrong items, out-of-stock issues, and delayed grocery orders.
- Improve picking, packing, and handover processes with partners.
- Work with category, merchant, logistics, and product teams to improve the grocery customer journey.
- Build operating standards for grocery partners, including item accuracy, cold-chain sensitivity, packaging, and delivery readiness.
- Monitor grocery fulfillment time and customer complaint trends.
- Support the development of dark-store or quick-commerce models if required.
- Improve grocery basket experience, repeat purchase, and reliability.
2. Laundry Operations
Own the operational performance of laundry partners and end-to-end laundry order flow.
- Manage the full laundry journey from pickup to partner processing to delivery.
- Ensure clear SLAs for pickup, cleaning, ironing, packaging, and return delivery.
- Reduce delays, damaged items, missing items, wrong items, and customer complaints.
- Build quality control standards for laundry partners.
- Ensure proper item tagging, tracking, and handover processes.
- Work with product and logistics teams to improve scheduling, pickup windows, and customer notifications.
- Create escalation processes for high-value items, lost items, or damaged items.
- Improve customer trust in the laundry vertical through reliability, transparency, and service recovery.
3. Ticketing Operations
Own the operational execution of ticketing services, events, bookings, and related customer experiences.
- Ensure ticket inventory, availability, pricing, and event details are accurate.
- Coordinate with event organizers, venues, partners, product, finance, and customer support.
- Manage operational readiness before, during, and after major events.
- Reduce customer issues related to ticket access, QR codes, refunds, cancellations, and event changes.
- Create clear SOPs for event-day support and escalation.
- Ensure smooth settlement and reporting with ticketing partners.
- Support major event launches with risk assessment and operational planning.
- Build scalable ticketing processes for future expansion into entertainment, experiences, sports, and tourism.
Additional Verticals and Business Areas
Based on Snoonu’s business model, the Vertical Operations Director may also oversee or support the following areas:
4. Retail Operations
For flowers, pharmacies, electronics, beauty, gifts, fashion, and general retail partners.
- Improving item accuracy, merchant readiness, fulfillment time, packaging, and delivery handover.
- Reducing cancellations, unavailable items, wrong items, and poor packaging complaints.
- Building SOPs for sensitive categories such as pharmacy, flowers, electronics, and gifts.
- Supporting category-specific service standards.
5. Marketplace Operations
Own the overall marketplace health across multiple verticals.
- Monitor supply availability across merchants and categories.
- Ensure strong coordination between merchant operations, logistics, product, and customer support.
- Improve operational KPIs across all marketplace verticals.
- Identify marketplace gaps such as low availability, weak fulfillment, poor merchant compliance, or high complaint rates.
- Support new vertical launches with proper operating models and readiness checks.
6. New Vertical Launch Operations
Lead operational readiness for new Snoonu verticals before launch.
- Define the operating model for each new vertical.
- Build SOPs, SLAs, partner requirements, customer support flows, and escalation rules.
- Run pilot launches before scaling.
- Identify operational risks before public launch.
- Work with product to ensure the customer journey is ready.
- Work with finance to validate pricing, commission, refunds, and settlement processes.
- Ensure logistics capacity and delivery requirements are clear.
🧙♂️ The Magic You Bring:
- Vertical Strategy and Operating Model ( Define the operating model for each vertical; Set operational priorities, KPIs, and service standards; Translate Snoonu’s business goals into clear execution plans).
- Operational Performance ( Own the day-to-day performance of each vertical; Monitor key metrics; Identify operational bottlenecks and solve them with clear owners; Ensure every vertical has weekly performance reviews and action plans).
- Customer Experience ( Ensure every vertical delivers a customer experience aligned with Snoonu’s standards; Work closely with Customer Experience and Customer Support to understand complaints and root causes; Reduce repeated failures that create customer dissatisfaction; Ensure service recovery rules are clear for each vertical; Protect the customer first, then fix the root cause internally) .
- Partner and Merchant Operational Excellence ( Set clear operational requirements for merchants and partners; Hold partners accountable for repeated failures; Work with commercial and account management teams to improve partner performance; Ensure partners understand Snoonu’s standards for preparation, availability, packaging, handover, and customer experience; Recommend corrective actions for underperforming partners).
- Cross-Functional Leadership ( This role must connect all departments to ensure that vertical issues are solved end-to-end).
- SOPs, SLAs, and Governance ( Create and maintain SOPs for each vertical; Define clear SLAs for merchants, operations, logistics, and support teams; Build escalation processes for critical issues; Ensure every team knows who owns each type of problem; Standardize processes across verticals to reduce confusion and improve execution) .
- Data, Reporting, and Business Reviews ( Build dashboards for each vertical; Track daily, weekly, and monthly performance; Identify trends, risks, and repeated failures; Present clear business reviews to leadership; Convert data into action plans, not just reports).
- Profitability and Unit Economics ( Work with finance and commercial teams to improve vertical profitability; Monitor cost-to-serve across each vertical; Identify operational inefficiencies that affect margins; Improve delivery batching, fulfillment efficiency, partner terms, and refund leakage; Ensure growth does not come at the cost of poor economics).
- Team Leadership ( Build and lead strong vertical operations teams; Define clear responsibilities for each vertical manager; Set performance expectations and accountability; Coach team members to solve problems independently; Build a leadership culture where every vertical has a clear owner).
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.”
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
- Define operating models, KPIs, and service standards for multiple verticals
- Own day-to-day operational performance and run regular performance reviews
- Build and maintain SOPs, SLAs, escalation processes, and governance
- Drive partner/merchant operational excellence and hold partners accountable
- Lead cross-functional collaboration with product, logistics, finance, and customer support
- Analyze data, build dashboards, and convert insights into action plans
- Improve unit economics and monitor cost-to-serve with finance/commercial teams
- Recruit, build, and coach vertical operations teams and managers
- Plan and execute new vertical launches, pilots, and operational readiness checks
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
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/
