Agent Tools Strategy & Operations Specialist
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Key skills for this role
About the Role
Snoonu is looking for an Agent Tools Strategy & Operations Specialist to own the tooling and processes that power support agents.
Key Skills for This Role
Responsibilities
- Own the agent tooling and process problem end to end, translating agent needs into functional requirements
- Map and streamline end to end agent processes to remove friction and manual steps
- Partner with Product and Engineering to define feature requirements and roadmaps
- Drive support operations metrics (AHT, FCR, resolution time, quality) through tooling and process improvements
- Use data (SQL, dashboards) to uncover inefficiencies and prioritize improvements
- Contribute to broader CX strategic initiatives and build scalable frameworks
Requirements
- 4–6 years of experience in Support Operations, Product Operations, Customer Experience, Strategy, Consulting, or similar analytical roles
- Strong analytical skills and ability to structure ambiguous problems
- Hands on experience with SQL, Excel, and BI tools
- Experience gathering requirements and partnering with Product and Engineering
- Process improvement mindset
- Strong stakeholder management and communication skills
Full Job Posting
Role Overview
- We are looking for an Agent Tools Strategy & Operations Specialist to own the tooling and processes that power our support agents — and to make every agent faster, more accurate, and more effective.
- This role sits at the intersection of operations and product.
What You’ll Get Your Hands On
- Own the Agent Tooling & Process Problem End to End
- Partner with Product & Engineering to Build the Tools
- Drive Support Operations Metrics Through Tooling
- Use Data to Drive Decisions
- Contribute as a CX Generalist
The Magic You Bring
- 4–6 years of experience in Support Operations, Product Operations, Customer Experience, Strategy, Consulting, or similar analytical roles within tech, marketplaces, or fast paced environments.
- Strong analytical skills — ability to structure ambiguous problems and break them down into actionable components.
- Hands on experience working with data (SQL, Excel, BI tools).
- Experience gathering requirements and partnering with Product and Engineering to ship tools or features.
- A process improvement mindset — you instinctively look for ways to streamline, standardize, and automate.
- Strong stakeholder management and communication skills.
- Comfort working in ambiguity and ownership driven environments.
- A bias for action and strong follow through.
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.
- Great Place to Work® Certified
- ISO 9001:2015 and ISO 45001:2018 certified
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