Marketplace Operations Manager
Snoonu
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Benefits offered by this job
Job summary
Snoonu is seeking a Marketplace Operations Manager to lead the operational strategy for non-warehouse merchants, optimize fulfillment, and scale operations through process design and cross-functional collaboration. The role emphasizes risk mitigation, continuous improvement, and elevating merchant and customer experiences.
The ideal candidate will own end-to-end order lifecycle performance, collaborate across Merchant Success, Category, Customer Service, and Logistics teams, and deliver regular
Qualifications
- 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.
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 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 — merchant onboarding, order processing, exception handling and escalation management.
- Build SOPs, workflows, and RACI structures for collaboration on performance issues.
- Define escalation matrices and turnaround-time standards for issue resolution.
Skills
Education
Tools
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.
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.
- 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.
- 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).
- 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.
- 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.
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.
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.
To radically transform how people live by leveraging technology to connect them with endless possibilities.
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.”
- 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.
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.
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.
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