Agent Tools Strategy & Operations Specialist

🚀 Welcome to Your Next Adventure! 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. You will define what our agent tools need to do, streamline the processes agents follow, and partner with Product and Engineering to build and improve the systems that make seamless, semi-automated support possible. You will ultimately move the classic support metrics — handle time, first contact resolution, and quality — but through a process and tooling lens, not through direct management of the agent team. This is a strategic, data-driven position. We are looking for a brilliant generalist who can deeply own the agent-experience problem space today while evolving into broader CX strategic initiatives as the organization grows. 🛠 What You’ll Get Your Hands On Own the Agent Tooling & Process Problem End-to-End • Understand, at an operations level, what agents need from their tools — and translate that into clear functional requirements and roadmaps. • Map and streamline the end-to-end processes agents follow, removing friction, manual steps, and rework. • Own the strategy and operations of core tooling capabilities such as case management and routing, agent assignment and capacity management, customer identification, and consolidation of fragmented tools into a unified workflow. • Identify where semi-automation, templating, and guided workflows can reduce effort and error. Partner with Product & Engineering to Build the Tools • Define product feature requirements and roadmaps together with Product and Engineering. • Develop project plans across stakeholder groups to ensure successful development and deployment of features. • Act as the quality-assurance arm of development — flag critical quality blockers and risks ahead of feature launches. • Drive continuous improvement post-launch through defect tracking and remediation. Drive Support Operations Metrics Through Tooling • Move the core support metrics — average handle time (AHT), first contact resolution (FCR), resolution time, and quality — by improving processes and tools rather than managing people. • Build reporting and diagnostics that connect tooling and process changes to metric movement. • Design experiments and pilots to validate that a tooling or process change actually improves agent efficiency and customer outcomes before scaling it. Use Data to Drive Decisions • Leverage SQL, dashboards, and analytics tools to uncover where agents lose time and where processes break down. • Quantify the impact of tooling gaps and prioritize the highest-leverage improvements. • Build frameworks to monitor agent efficiency KPIs and early-warning signals. Contribute as a CX Generalist • Support other strategic CX initiatives such as service quality improvements, journey redesign, and operational excellence programs. • Contribute to building scalable frameworks, SOPs, and playbooks for support operations. • Adapt as priorities evolve — this role is designed to grow with the business 🧙‍♂️ 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. 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. 🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy. 🏝️ 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. Great Place to Work® Certified 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 projec

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.

Own the Agent Tooling & Process Problem End-to-End; Map and streamline the end-to-end processes agents follow, removing friction, manual steps, and rework; Own the strategy and operations of core tooling capabilities such as case management and routing, agent assignment and capacity management, customer identification, and consolidation of fragmented tools into a unified workflow; Identify where semi-automation, templating, and guided workflows can reduce effort and error. Partner with Product & Engineering to Build the Tools; Define product feature requirements and roadmaps together with Product and Engineering; Develop project plans across stakeholder groups to ensure successful development and deployment of features; Act as the quality-assurance arm of development — flag critical quality blockers and risks ahead of feature launches; Drive continuous improvement post-launch through defect tracking and remediation. Drive Support Operations Metrics Through Tooling; Move the core support metrics — average handle time (AHT), first contact resolution (FCR), resolution time, and quality — by improving processes and tools rather than managing people; Build reporting and diagnostics that connect tooling and process changes to metric movement; Design experiments and pilots to validate that a tooling or process change actually improves agent efficiency and customer outcomes before scaling it. Use Data to Drive Decisions; Leverage SQL, dashboards, and analytics tools to uncover where agents lose time and where processes break down; Quantify the impact of tooling gaps and prioritize the highest-leverage improvements; Build frameworks to monitor agent efficiency KPIs and early-warning signals. Contribute as a CX Generalist; Support other strategic CX initiatives such as service quality improvements, journey redesign, and operational excellence programs; Contribute to building scalable frameworks, SOPs, and playbooks for support operations; Adapt as priorities evolve — this role is designed to grow with the business.