The Operations Manager (Food Operations) owns end-to-end food delivery service quality across the platform, specifically driving ETA promise accuracy, minimizing lateness, and reducing order cancellations. Since most operational levers sit within partner teams (Logistics, Product, Commerce, and Supply), this role operates through rigorous data-driven diagnosis, cross-functional prioritization, and strategic influence rather than direct operational control. Leading a direct team of 6 compliance specialists, the Operations Manager translates high-level service quality targets into actionable initiative portfolios, robust supply-hour requirements, and sustainable marketplace growth.
What You’ll Get Your Hands On:
Service Quality & KPI Ownership
- Own the daily monitoring, weekly review, and detailed root-cause analysis of food delivery metrics across key drivers (prep time, handover timer, distance, zone dynamics, and supply levels).
- Maintain end-to-end accountability for stream targets, including order volume growth (OPU), Mashallah (perfect) order rate, on-time delivery, cancellation rate, and short-distance speed SLAs.
- Act as the primary escalation point for all cross-functional lateness, cancellation, and delivery quality issues.
- Manage and execute the strategic initiative portfolio: adjust ETA promises, eliminate merchant/zone inefficiencies, speed up merchant dispatch, and tune courier product features.
- Size initiative impacts, assign functional owners, define explicit deadlines, and evaluate pilot results before granting go/no-go approval for full production rollout.
- Collaborate with the Vertical Profitability Manager to establish and enforce strict quality guardrails (TDT, contact rate, lateness, cancellations) for profitability initiatives such as order bundling.
Cross-Functional Stakeholder Alignment
- Logistics & Product Alignment: Work with Logistics Algorithms and Product teams to adjust ETA/DPT accuracy, conduct elasticity tests, manage promotion-day promise adjustments, and enhance courier tools.
- Commerce & Merchant Quality: Partner with Commerce to reduce vendor prep and handover delays, adjust dispatch fitting for complex locations, and enforce merchant quality standards.
- Supply & Fleet Management: Translate service quality targets into precise supply-hour requirements for the Supply Team to drive full-timer (FT) courier acquisition and fleet capacity.
- Directly manage, coach, and guide a direct team of 6 Compliance specialists based in Pakistan.
- Set clear individual performance targets, oversee daily audit workflows, and ensure team alignment with overarching platform quality goals.
First 90 Days Roadmap & Execution
- Day 30 (Diagnostics): Complete diagnostic mapping of lateness and cancellation drivers; build comprehensive KPI baselines and size/prioritize the initiative portfolio.
- Day 60 (Pilots): Launch 2–3 live pilots across Logistics, Product, and Commerce; establish weekly cross-functional governance cadences and finalize quality guardrails.
- Day 90 (Production Rollout): Evaluate pilots via go/no-go decisions, transition successful initiatives into production with defined owners and deadlines, and lock in long-term stream targets.
The Magic You Bring
- Experience: 5+ years (or 3+ years for strong Middle candidate) in operations, logistics, or marketplace management within on-demand delivery, quick commerce, ride-hailing, or top-tier management consulting.
- Track Record: Proven record of measurably driving core operational metrics (on-time performance, cancellation reduction, ETA promise accuracy).
- Analytical Expertise: Strong capability in data analysis, dashboard building, root-cause investigation, and A/B test design/interpretation. Proficiency in SQL, Python, or Tableau/BI tools is highly advantageous.
- Stakeholder Influence: Exceptional cross-functional project coordination and communication skills; ability to deliver outcomes without direct hierarchical authority.
- Language & Location: Fluent English required. Readiness to relocate to Doha, Qatar. GCC market experience and Arabic language proficiency are strong advantages.
Strategic Scope & Work Environment Requirements
- Cross-Functional Influence & Leadership: Proven ability to drive outcomes across Logistics, Product, Commerce, and Supply teams without direct organizational authority.
- Data-Driven Problem Solving: Continuous monitoring, order-level analytics, and root-cause analysis to pinpoint inefficiencies across prep times, handover delays, zone quality, and dispatch algorithms.
- High-Tempo Execution: Agility to rapidly size initiative impacts, run cross-functional pilots, establish quality guardrails, and implement go/no-go decisions in a fast-growing marketplace environment.
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.
- 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.
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
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