Senior Process Improvement Specialist

Role Overview

The Senior Process Improvement Specialist is instrumental in enhancing operational efficiency within the Snoonu Super App ecosystem. This position emphasizes practical process optimization to expedite workflows, enhance intelligence, and scale the organization's operational capabilities across various departments including operations, customer experience, and support.

Key Responsibilities

• Lead and execute initiatives that improve processes across key operational areas aligned with strategic business goals.
• Analyze, document, redesign, and streamline comprehensive processes to enhance case handling times, improve quality, scalability, and reduce costs.
• Utilize Lean, Six Sigma, Kaizen, and related continuous improvement methodologies to resolve complex issues and ensure lasting enhancements.
• Establish and monitor key performance indicators (KPIs), contribute to performance dashboard development, and participate in governance activities to confirm effectiveness.
• Serve as a catalyst for change by promoting adoption of improved workflows throughout projects and teams.
• Leverage Voice of the Customer (VoC) insights and data analyses to identify root causes and enhance customer experience outcomes.
• Collaborate closely with Operations, Product, Technology, and Customer Experience teams to operationalize data-informed improvements.
• Mentor team members and process owners on continuous improvement practices and methodologies.
• Identify and mitigate bottlenecks, inefficiencies, and operational risks. Employ AI tools to accelerate case handling times.
• Design and implement scalable procedural improvements for Supplier, Driver, and Restaurant operations.
• Standardize operational procedures spanning People Operations and general Operations.

Qualifications and Experience

• Proven experience in roles focusing on process improvement, operational excellence, or continuous improvement.
• Practical knowledge and application of Lean Six Sigma, DMAIC, Value Stream Mapping (VSM), PDCA, Kaizen, and similar methods.
• Track record of successfully managing end-to-end process enhancement projects in dynamic, fast-paced environments.
• Strong stakeholder engagement and change management capabilities, with the aptitude to influence without formal authority.
• Analytical and data-oriented approach, skilled in defining KPIs and translating complex data into actionable improvement plans.
• Customer-focused mindset, using customer feedback and VoC data as guidance for prioritizing initiatives.
• Experience with digital transformation efforts, automation solutions, or enabling technologies related to processes.
• Relevant certifications in Lean Six Sigma or Operational Excellence disciplines.

Additional Advantages

• Excellent communication skills enabling effective interaction with leadership and frontline teams.
• Background experience in logistics, delivery services, aviation, or high-volume operational service industries.

About Snoonu

Snoonu is a pioneering Qatari Super App offering fast delivery, shopping, and diverse services all integrated onto one platform, powered by technology and a dedicated global workforce. The company's vision is to become the leading Qatari Ultra App, setting new standards in innovation and technology for the region.

Key company values include customer obsession, integrity, creativity, ownership, efficiency, teamwork, and practical solution delivery.

Perks and Work Environment

• International teamwork with a global network of colleagues.
• Access to learning resources, including budgets for training and educational tools.
• High autonomy and ownership over responsibilities and career growth path.
• Flexible and generous time-off policies emphasizing employee wellness.
• Agile methodologies embedded throughout the organization including product development and operations.

Certifications and Culture

Snoonu holds Great Place to Work® certification recognizing its employee-centric culture, alongside ISO 9001:2015 and ISO 45001:2018 certifications highlighting commitment to quality and workplace safety.

Corporate Responsibility and Diversity

The company prioritizes sustainable business practices and community engagement. Its workplace strongly embraces diversity and inclusion as foundational principles, welcoming employees from diverse backgrounds.

Invitation

Join Snoonu to make a meaningful impact, contribute ideas, and be part of a forward-thinking team.