Vertical Operations Director

Role Overview

The Vertical Operations Director will lead and expand the operational performance of Snoonu’s core business lines, including grocery, laundry, ticketing, and any future verticals added to the ecosystem. The role is accountable for ensuring each vertical has clear ownership, disciplined execution, strong service quality, and profitable expansion while staying aligned with a customer-first operating philosophy and high internal standards.

This position goes beyond daily execution. It also involves designing scalable operating structures, improving unit economics, resolving cross-functional blockers, and making sure non-food verticals are ready for growth in Qatar and in future markets.

Core Vertical Ownership

The role covers several business areas and may expand over time as Snoonu launches new services. Key responsibilities span grocery, laundry, ticketing, retail, marketplace operations, and new-vertical launch support.

Grocery Operations

You will be responsible for the performance of grocery, supermarket, convenience, and quick-commerce partners. This includes managing product availability, stock and pricing accuracy, substitution flows, and reducing issues such as missing items, wrong items, stockouts, and late deliveries. The role also includes improving picking, packing, and handover quality, setting operating standards for partners, monitoring fulfillment speed and complaint patterns, and helping shape dark-store or quick-commerce models when needed.

Laundry Operations

You will oversee end-to-end laundry fulfillment and partner performance, from pickup through cleaning, ironing, packaging, and final delivery. The work includes setting and maintaining SLAs, lowering delays and item-related issues, improving quality control, building tracking and tagging practices, and creating escalation paths for lost, damaged, or high-value items. You will also help improve scheduling, pickup windows, customer notifications, and service recovery.

Ticketing Operations

This role owns the execution of ticketing services, event bookings, and related customer journeys. You will ensure ticket availability, pricing, inventory, and event information are accurate, while coordinating with event organizers, venues, partners, product, finance, and customer support. The position also requires managing readiness before, during, and after major events, reducing issues around access, QR codes, refunds, cancellations, and event changes, and building scalable processes for entertainment, experiences, sports, and tourism.

Additional Business Areas

The Vertical Operations Director may also support other business lines within Snoonu’s model, including retail categories such as flowers, pharmacies, electronics, beauty, gifts, fashion, and broader retail partnerships. In these areas, the role focuses on item accuracy, merchant readiness, packaging quality, fulfillment speed, handover quality, and category-specific standards, especially for sensitive assortments.

In marketplace operations, the role is responsible for overall health across multiple verticals, including supply availability, coordination between merchant operations and logistics, KPI improvement, gap identification, and readiness for new launches.

For new vertical launches, the role leads operational readiness from start to finish by defining the operating model, creating SOPs and SLAs, setting partner and support requirements, running pilot launches, identifying risks, coordinating with product and finance, and confirming logistics capacity and delivery requirements.

Key Success Areas

Success in this role depends on strong vertical strategy, clear operating models, disciplined performance management, customer experience improvement, partner accountability, cross-functional leadership, governance through SOPs and SLAs, data-driven reviews, unit economics improvement, and team leadership. The director must turn business goals into execution plans, monitor performance trends, solve bottlenecks, protect customer experience, improve partner standards, standardize processes, present meaningful business reviews, and build a strong leadership culture across the vertical operations teams.

About Snoonu

Snoonu is Qatar’s homegrown super app, built to simplify everyday life through fast delivery, shopping, and more in one platform. The company is driven by technology, supported by a global team, and focused on making life easier for customers.

Mission and Vision

The broader ambition is to become the first Qatari ultra app that advances the region and its community through innovation and technology. The mission is to transform everyday living by using technology to connect people with more possibilities.

Values

• Put the customer first and let that shape every decision.
• Operate with honesty, ethics, and trust.
• Stay curious, creative, and solution-oriented.
• Lead by example and take responsibility.
• Work efficiently and focus on results.
• Be a collaborative team player.

Perks and Work Environment

Snoonu highlights a global work culture, learning budgets, access to courses and tools, a high-autonomy environment, flexible time off, and an agile way of working across product and operations. The company also emphasizes its Great Place to Work® certification, ISO 9001:2015 and ISO 45001:2018 certifications, sustainability and community-focused initiatives, and a workplace culture centered on fairness, inclusion, and equal opportunity.

Equal Opportunity

Snoonu presents itself as an inclusive employer that welcomes candidates from all backgrounds and aims to provide a workplace where people feel valued, empowered, and able to contribute meaningfully.