Vertical Operations Director

🚀 Welcome to Your Next Adventure! 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 launched under Snoonu’s ecosystem. 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 not only responsible for day-to-day operations, but also for building scalable operating models, improving unit economics, solving cross-functional issues, and ensuring that each Non-food 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. • Work with category, merchant, logistics, and product teams to improve the grocery customer journey. • Build operating standards for grocery partners, including item accuracy, cold-chain sensitivity, packaging, and delivery readiness. • Monitor grocery fulfillment time and customer complaint trends. • Support the development of dark-store or quick-commerce models if required. • Improve grocery basket experience, repeat purchase, and reliability. • 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. • Reduce delays, damaged items, missing items, wrong items, and customer complaints. • Build quality control standards for laundry partners. • Ensure proper item tagging, tracking, and handover processes. • Work with product and logistics teams to improve scheduling, pickup windows, and customer notifications. • Create escalation processes for high-value items, lost items, or damaged items. • Improve customer trust in the laundry vertical through reliability, transparency, and service recovery. • 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. • Coordinate with event organizers, venues, partners, product, finance, and customer support. • Manage operational readiness before, during, and after major events. • Reduce customer issues related to ticket access, QR codes, refunds, cancellations, and event changes. • Create clear SOPs for event-day support and escalation. • Ensure smooth settlement and reporting with ticketing partners. • Support major event launches with risk assessment and operational planning. • Build scalable ticketing processes for future expansion into entertainment, experiences, sports, and tourism. Additional Verticals And Business Areas Based on Snoonu’s business model, the Vertical Operations Director may also oversee or support the following areas: • Retail Operations For flowers, pharmacies, electronics, beauty, gifts, fashion, and general retail partners. • Improving item accuracy, merchant readiness, fulfillment time, packaging, and delivery handover. • Reducing cancellations, unavailable items, wrong items, and poor packaging complaints. • Building SOPs for sensitive categories such as pharmacy, flowers, electronics, and gifts. • Supporting category-specific service standards. • Marketplace Operations Own the overall marketplace health across multiple verticals. • Monitor supply availability across merchants and categories. • Ensure strong coordination between merchant operations, logistics, product, and customer support. • Improve operational KPIs across all marketplace verticals. • Identify marketplace gaps such as low availability, weak fulfillment, poor merchant compliance, or high complaint rates. • Support new vertical launches with proper operating models and readiness checks. • New Vertical Launch Operations Lead operational readiness for new Snoonu verticals before launch. • Define the operating model for each new vertical. • Build SOPs, SLAs, partner requirements, customer support flows, and escalation rules. • Run pilot launches before scaling. • Identify operational risks before public launch. • Work with product to ensure the customer journey is ready. • Work with finance to validate pricing, commission, refunds, and settlement processes. • Ensure logistics capacity and delivery requirements are clear. 🧙‍♂️ The Magic You Bring • Vertical Strategy and Operating Model ( Define the operating model for each vertical; Set operational priorities, KPIs, and service standards; Translate Snoonu’s 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; Ensure service recovery rules are clear for each vertical; Protect the customer first, then fix the root cause internally) . • 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; Ensure partners understand Snoonu’s standards for preparation, availability, packaging, handover, and customer experience; Recommend corrective actions for underperforming partners). • Cross-Functional Leadership ( This role must 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; Ensure every team knows who owns each type of problem; Standardize processes across verticals to reduce confusion and improve execution) . • 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; Convert data into action plans, not just reports). • 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

Please note: The posting above does not clearly delineate a distinct 'Responsibilities' section separate from the narrative. The role description encompasses overall duties across multiple verticals (grocery, laundry, ticketing, new verticals) and includes operational ownership, model building, cross-functional collaboration, and governance. The implicit responsibilities include owning day-to-day operations, building scalable operating models, improving unit economics, solving cross-functional issues, ensuring readiness for new verticals, and maintaining customer obsession and service standards. Key functional areas referenced include: grocery operations (availability, stock accuracy, substitutions, picking/packing/handover, SLA adherence, dark-store/quick-commerce readiness, customer journey), laundry operations (full journey from pickup to delivery, SLAs, quality control, item tagging/tracking, notifications, escalation for high-value/damaged items), ticketing operations (inventory, pricing, event readiness, settlement with partners, risk assessment, SOPs for event-day support), marketplace health (merchant coordination, KPI improvement, gaps identification), and new vertical launch operations (operating models, SOPs, SLAs, pilots, risk identification, pricing/settlement validation). Additionally, leadership aspects include strategy and operating model, performance monitoring, customer experience alignment, partner/merchant governance, cross-functional leadership, governance/SOPs/SLAs, data and reporting, and profitability.