Rider Experience & Service Excellence Lead

Snoonu; Lusail; On-site; QAR 180,000 - 240,000; Full time

Benefits offered by this job

Global Vibes

Brain Boosters

Flexible Time Off

Agile Everything

Job summary

Snoonu is seeking a role focused on owning the end-to-end rider experience and customer-facing service quality in Qatar. You will monitor reliability, coordinate escalations, and set service standards while bridging Operations, CX, Product, Engineering, and other teams.

You will analyze complaints, identify root causes, and drive cross-functional initiatives to improve the rider journey, service recovery, and transparency. English communication is essential; Arabic is a plus.

Qualifications

• Experience in customer experience, service quality, or operations is needed.
• Strong incident coordination and escalation skills.
• Ability to analyze feedback and metrics and present recommendations.
• Ability to design SOPs and training materials across teams.
• Clear written and verbal English communication; Arabic is a plus.

Responsibilities

• Monitor rider experience and service quality daily across Snoonu.
• Map rider journey and identify friction points to drive improvements.
• Coordinate resolution of customer incidents and escalations with cross-functional teams.
• Publish reports on complaints trends and improvement plans with owners.
• Coordinate readiness and training for customer-facing changes across teams.

Skills

Customer experience

Incident coordination

Stakeholder management

Problem solving

English communication

Arabic language (advantage)

Job description

Snoonu is seeking a role focused on owning the end-to-end rider experience and customer-facing service quality in Qatar. You will monitor reliability, coordinate escalations, and set service standards while bridging Operations, CX, Product, Engineering, and other teams.

You will analyze complaints, identify root causes, and drive cross-functional initiatives to improve the rider journey, service recovery, and transparency. English communication is essential; Arabic is a plus.