Vertical Operations Director

Overview

The Vertical Operations Director at Snoonu is entrusted with overseeing and expanding the operational effectiveness across multiple core business verticals including grocery, laundry, ticketing, and future additions in Snoonu’s expanding ecosystem. This pivotal position ensures each vertical thrives with clear responsibility, robust execution, superior customer service, and profitable growth aligned with Snoonu’s operational benchmarks and customer-first philosophy.

Operational Duties

• Lead the grocery vertical managing partners from supermarkets and quick-commerce to enhance product availability, accuracy of stock and pricing, and streamline substitution policies.
• Minimize incidents like missing or incorrect items and delays by improving picking, packing, and handover protocols while collaborating with internal teams such as category, merchant, logistics, and product teams.
• Establish and monitor operating standards focused on item accuracy, cold-chain integrity, packaging, and delivery readiness, and support the launch of dark-store or quick-commerce models as needed.
• Supervise laundry operations ensuring smooth order processing from pickup, partner cleaning, ironing, packaging, through to final delivery while upholding SLAs and quality control standards to reduce damages, errors, and complaints.
• Manage operational aspects of ticketing services, ensuring accuracy of ticket inventory, pricing, and event information while coordinating with event stakeholders to facilitate flawless customer experiences and event day operations.
• Oversee other retail verticals such as pharmacy, electronics, fashion, and gifts, focusing on enhancing fulfillment accuracy, packaging quality, and customer satisfaction through clearly defined SOPs.
• Maintain overall health of the marketplace across verticals by ensuring supply availability, strong coordination among teams, and proactive gap identification and resolution.
• Lead and prepare operational models, SOPs, SLAs, escalation protocols, pilot launches, and readiness checks for new vertical rollouts ensuring seamless integration and scalability.

Leadership & Strategy

• Define and communicate operating models, priorities, and KPIs to drive execution that aligns with Snoonu’s broader business objectives.
• Manage daily operational performance, diagnose bottlenecks with designated owners, and implement regular performance reviews with actionable follow-ups.
• Enhance customer experience by collaborating with customer support teams to address root causes of dissatisfaction, enforce service recovery processes, and uphold high service standards.
• Set expectations and accountability for partners, recommending corrective measures as needed to uphold preparation, availability, packaging, and service quality standards.
• Coordinate cross-functionally to resolve issues comprehensively and drive standardized, efficient processes and governance across verticals.
• Develop and maintain detailed dashboards and reports to monitor trends, risks, failures, and overall performance, translating analytics into decisive business actions.
• Partner with finance and commercial teams to optimize profitability by managing cost-to-serve, improving efficiency, reducing refunds, and safeguarding strong unit economics as the business scales.
• Build and mentor dedicated vertical operations teams with clear roles and leadership accountability, fostering a culture of ownership and autonomous problem solving.

Company Culture & Benefits

Joining Snoonu means becoming part of Qatar’s innovative homegrown Super App, which prioritizes technology-driven, customer-centric solutions for daily life enhancement. The company promotes values such as integrity, creativity, ownership, smart execution, and teamwork. Employees benefit from a globally diverse team, continuous learning opportunities, autonomy in roles, generous and flexible time off policies, and an Agile work methodology. Snoonu is recognized as a Great Place to Work® and upholds rigorous quality and safety standards with ISO certifications. The company is also deeply committed to sustainability, social responsibility, diversity, equity, and inclusion, fostering a welcoming and supportive environment for all employees.