Vertical Operations Director
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Key skills for this role
About the Role
Snoonu seeks a Vertical Operations Director to own and scale operational performance across key business verticals including grocery, laundry, and ticketing. The role involves building scalable operating models, improving unit economics, and ensuring high service quality.
Key Skills for This Role
Responsibilities
- Own the operational performance of grocery, supermarket, convenience, and quick commerce partners
- Ensure product availability, stock accuracy, pricing accuracy, and substitution processes
- Reduce missing items, wrong items, out of stock issues, and delayed grocery orders
- Improve picking, packing, and handover processes with partners
- Build operating standards for grocery partners including item accuracy, cold chain sensitivity, packaging, and delivery readiness
- Monitor grocery fulfillment time and customer complaint trends
- Own the operational performance of laundry partners and end to end laundry order flow
- Manage the full laundry journey from pickup to partner processing to delivery
- Ensure clear SLAs for pickup, cleaning, ironing, packaging, and return delivery
- Build quality control standards for laundry partners
- Own the operational execution of ticketing services, events, bookings, and related customer experiences
- Ensure ticket inventory, availability, pricing, and event details are accurate
Requirements
- Proven experience in operations management, preferably in multi vertical or marketplace environments
- Strong leadership and team management skills
- Ability to build scalable operating models and SOPs
- Excellent cross functional collaboration and stakeholder management
- Data driven decision making and analytical skills
Full Job Posting
Role Overview
- The Vertical Operations Director is responsible for owning and scaling the operational performance of Snoonu’s key business verticals, including grocery, laundry, ticketing, and any future verticals.
- This role ensures that each vertical operates with clear ownership, strong execution, high service quality, and profitable growth, while maintaining Snoonu’s customer obsession and operational standards.
- The Vertical Operations Director is also responsible for building scalable operating models, improving unit economics, solving cross functional issues, and ensuring each vertical is ready to grow in Qatar and future markets.
What You’ll Get Your Hands On
- Grocery Operations: Own the operational performance of grocery, supermarket, convenience, and quick commerce partners.
- Ensure product availability, stock accuracy, pricing accuracy, and substitution processes are properly managed.
- Reduce missing items, wrong items, out of stock issues, and delayed grocery orders.
- Improve picking, packing, and handover processes with partners.
- Build operating standards for grocery partners, including item accuracy, cold chain sensitivity, packaging, and delivery readiness.
- Monitor grocery fulfillment time and customer complaint trends.
- Laundry Operations: Own the operational performance of laundry partners and end to end laundry order flow.
- Manage the full laundry journey from pickup to partner processing to delivery.
- Ensure clear SLAs for pickup, cleaning, ironing, packaging, and return delivery.
- Build quality control standards for laundry partners.
- Ticketing Operations: Own the operational execution of ticketing services, events, bookings, and related customer experiences.
- Ensure ticket inventory, availability, pricing, and event details are accurate.
The Magic You Bring
- Vertical Strategy and Operating Model: Define the operating model for each vertical; Set operational priorities, KPIs, and service standards; Translate business goals into clear execution plans.
- Operational Performance: Own the day to day performance of each vertical; Monitor key metrics; Identify operational bottlenecks and solve them with clear owners; Ensure every vertical has weekly performance reviews and action plans.
- Customer Experience: Ensure every vertical delivers a customer experience aligned with Snoonu’s standards; Work closely with Customer Experience and Customer Support to understand complaints and root causes; Reduce repeated failures that create customer dissatisfaction.
- Partner and Merchant Operational Excellence: Set clear operational requirements for merchants and partners; Hold partners accountable for repeated failures; Work with commercial and account management teams to improve partner performance.
- Cross Functional Leadership: Connect all departments to ensure that vertical issues are solved end to end.
- SOPs, SLAs, and Governance: Create and maintain SOPs for each vertical; Define clear SLAs for merchants, operations, logistics, and support teams; Build escalation processes for critical issues.
- Data, Reporting, and Business Reviews: Build dashboards for each vertical; Track daily, weekly, and monthly performance; Identify trends, risks, and repeated failures; Present clear business reviews to leadership.
- Profitability and Unit Economics: Work with finance and commercial teams to improve vertical profitability; Monitor cost to serve across each vertical; Identify operational inefficiencies that affect margins.
- Team Leadership: Build and lead strong vertical operations teams; Define clear responsibilities for each vertical manager; Set performance expectations and accountability.
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