Marketplace Operations Manager

Keka Technologies Private Limited; Karachi Division; On-site; PKR 2,400,000 - 4,200,000; Full time

Benefits offered by this job

Global Vibes

Brain Boosters

Flexible Time Off

Agile Everything

Certified for Excellence

Beyond the Code: Giving Back Matters

Diversity Isn’t Just a Buzzword

Job summary

Snoonu is seeking a Marketplace Operations Manager to lead the operational strategy for non-warehouse merchants, ensuring end-to-end order lifecycle efficiency, strong service levels, and scalable processes. You will design SOPs and workflows, collaborate with Merchant Success, Category, Customer Service, and Logistics teams, and present performance insights to leadership.

The ideal candidate holds a Bachelor’s degree in Business Administration, Operations, or a related field and has 3–5 years’

Qualifications

• Bachelor's degree required in a relevant field.
• 3–5 years of marketplace operations, logistics, supply chain, or e‑commerce operations.

Responsibilities

• Own end-to-end operational performance of merchants across the entire order lifecycle — order acceptance, fulfillment, shipping, delivery, and post-delivery.
• Track and drive improvement in Order Fulfillment Rate and Order Fulfillment Time (TAT) to ensure merchants ship within committed SLAs.
• Monitor and reduce Order Cancellation Rate by identifying root causes and driving corrective action with merchants.
• Design and structure the overall marketplace operations flow — onboarding, processing, exception handling and escalation management.
• Define escalation matrices and turnaround-time standards for issue resolution.
• Work closely with Merchant/Seller Success, Category, Customer Service, and Logistics teams to align on performance issues and resolution ownership.
• Prepare and present regular performance reviews and business reviews to leadership, highlighting trends, risks, and improvement plans.

Skills

Analytical skills

Excel/SQL/BI

Cross-functional

Process design

Project management

Leadership communication

Education

Bachelor's degree in Business Administration, Operations, Supply Chain, Engineering, or related field

Tools

Excel

SQL

BI dashboards

Job description

The Marketplace Operations Manager will lead the operational strategy and execution for all non-warehouse merchants. This role ensures a seamless end-to-end order lifecycle, focusing on optimizing fulfillment efficiency, maintaining high service levels, and scaling operations through process design and cross-functional collaboration. The ideal candidate will proactively identify and mitigate operational risks while driving continuous improvement to elevate the overall merchant and customer experience.

What You’ll Get Your Hands On:

• Own end-to-end operational performance of merchants across the entire order lifecycle — order acceptance, fulfillment, shipping, delivery, and post-delivery.
• Track and drive improvement in Order Fulfillment Rate and Order Fulfillment Time (TAT) to ensure merchants ship within committed SLAs.
• Monitor and reduce Order Cancellation Rate by identifying root causes (inventory mismatches, merchant delays, stockouts) and driving corrective action with merchants.

Structuring & Scaling Marketplace Operations

• Design and structure the overall marketplace operations flow — from merchant onboarding and order processing to exception handling and escalation management.
• Build clear SOPs, workflows, and RACI structures for how operations, merchant support, and category teams collaborate on performance issues.
• Define escalation matrices and turnaround-time standards for issue resolution (order delays, cancellations, complaints, disputes).

Cross-Functional Collaboration & Reporting

• Work closely with Merchant/Seller Success, Category, Customer Service, and Logistics/Carrier teams to align on merchant performance issues and resolution ownership.
• Prepare and present regular performance reviews and business reviews to leadership, highlighting trends, risks, and improvement plans.

The Magic You Bring

• Bachelor’s degree in Business Administration, Operations, Supply Chain, Engineering, or a related field.
• 3-5 years of experience in marketplace operations, logistics, supply chain management, or e-commerce operations.
• Strong analytical skills with proficiency in data tools (Excel, SQL, or BI dashboards) to track performance metrics.
• Proven ability to design and optimize operational workflows, SOPs, and scalable processes.
• Excellent project management skills, with experience managing cross-functional projects and stakeholders.
• Strong problem-solving mindset, capable of conducting root cause analysis and implementing systemic solutions.
• Effective communicator with the ability to present data-driven insights and reports to leadership.

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.

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.

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 projects, we’re always finding ways to do better—and we invite you to be a part of that mission.

Diversity Isn’t Just a Buzzword

At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.