Agent Tools Strategy and Operations Specialist

Overview

We are seeking an Agent Tools Strategy and Operations Specialist who will be responsible for managing and enhancing the tools and processes used by our support agents. This position bridges operations and product management to optimize agent efficiency, accuracy, and effectiveness without directly managing agent teams. Your goal will be to enhance key support metrics through improved tooling and process innovation.

Key Responsibilities

• Understand agent requirements at an operational level and develop clear functional specifications and roadmaps for agent tools.
• Analyze and streamline the complete agent workflow, eliminating redundant or manual procedures.
• Lead strategy and operational management for key tools including case management, routing, assignment, capacity planning, and unify fragmented platforms into seamless workflows.
• Identify automation opportunities such as semi-automated tasks, templates, and guided workflows to minimize effort and errors.
• Collaborate closely with Product and Engineering teams to define product features, create detailed development plans, assure quality standards before launch, and continuously improve post-deployment.
• Drive improvement in support metrics like average handle time, first contact resolution, and quality through innovations in tooling and processes rather than team management.
• Develop reports and diagnostics linking tooling and process changes to support metric outcomes.
• Design and execute experiments and pilot programs to validate improvements in agent efficiency and customer satisfaction before widespread adoption.
• Leverage analytical tools including SQL, dashboards, and BI platforms to identify inefficiencies and prioritize enhancements.
• Create frameworks to monitor agent efficiency key performance indicators and detect early warning signs.
• Contribute to broader customer experience initiatives such as service quality enhancement, journey redesign, and operational excellence.
• Develop scalable operational frameworks, standard operating procedures, and playbooks for support teams.
• Remain flexible and adapt responsibilities as organizational priorities change, growing with the company.

Experience and Skills Requirements

• Between 4 and 6 years of experience in support operations, product operations, customer experience, strategy, consulting, or equivalent analytical roles in technology-driven, marketplace, or fast-paced environments.
• Strong analytical ability to dissect complex, ambiguous problems into practical actions.
• Hands-on experience working with data using SQL, Excel, and business intelligence tools.
• Proven track record in gathering requirements and collaborating with product and engineering teams to deliver software tools and features.
• A proactive mindset focused on process optimization through streamlining, standardization, and automation.
• Excellent communication and stakeholder management capabilities.
• Comfortable working in ambiguous environments with a strong sense of ownership.
• Tendency towards decisive action and comprehensive follow-through on initiatives.

About the Company

Snoonu is a Qatar-based Super App redefining daily experiences with rapid delivery, shopping, and more, all integrated into one platform. Powered by technology and a global team, Snoonu aims to transform lives through innovation and connectivity.

Company Vision and Values

• Aim to be the leading Qatari Ultra App driving regional advancement through technology.
• Strive to radically change lifestyle by connecting users with endless possibilities.
• Customer-centric approach prioritizing user needs above all.
• Commitment to integrity, honesty, and ethical conduct.
• Encouragement of curiosity, creativity, and continual innovation.
• Leadership by example with ownership and accountability.
• Focus on efficiency, doing more with less, better and faster.
• Teamwork and valuing individuals' contributions.
• Incorporation of ideas into practical solutions and opportunities.

Benefits and Culture

• International collaboration with a diverse team.
• Access to learning resources, training budgets, and developmental tools.
• Autonomy to own projects and career progression.
• Generous flexible time off and wellness programs.
• Agile work environment embracing Scrum methodology.
• Certified Great Place to Work® and ISO standards for quality and workplace safety.
• Committed to sustainability and community engagement through CSR and eco-friendly practices.
• Diverse and inclusive workplace promoting equal opportunity.

Additional Information

You will join a forward-looking team dedicated to continuous improvement and growth with a culture that prioritizes people, innovation, and meaningful impact. This role is based onsite in Lusail, Qatar at Snoonu.