Vertical Operations Director

ESP Engineered; Lusail; On-site; QAR 120,000 - 160,000; Full time

Benefits offered by this job

Learning budgets and access to courses

Flexible time off

Collaborative work environment

Job summary

ESP Engineered is looking for a Vertical Operations Director in Lusail, Qatar. This role focuses on operational performance across grocery, laundry, ticketing, and retail, ensuring high service quality and profitability while setting operational standards.

You will own daily operations, build scalable models, and lead a team committed to customer satisfaction and cross-functional excellence. Ideal candidates will possess a strong background in operational management and leadership.

Qualifications

• Experience in operational roles with an emphasis on performance management.
• Strong understanding of customer experience best practices.
• Proficient in building and leading teams.

Responsibilities

• Own operational performance across key business verticals.
• Develop scalable operating models for future growth.
• Maintain high service quality and profitability.

Skills

Vertical Strategy

Operational Performance Management

Customer Experience Management

Cross-Functional Leadership

Data Analysis

Education

Bachelor's degree in Business Management or related field

Job description

The Vertical Operations Director is responsible for owning and scaling the operational performance of Snoonu’s key business verticals, including grocery, laundry, ticketing, and any future verticals launched under Snoonu’s ecosystem.

This role ensures that each vertical operates with clear ownership, strong execution, high service quality, and profitable growth, while maintaining Snoonu’s customer obsession and operational standards.

The Vertical Operations Director is not only responsible for day-to-day operations, but also for building scalable operating models, improving unit economics, solving cross‑functional issues, and ensuring that each Non‑food vertical is ready to grow in Qatar and future markets.

Responsibilities by Vertical

1. Grocery Operations

Own the operational performance of grocery, supermarket, convenience, and quick‑commerce partners.

• Ensure product availability, stock accuracy, pricing accuracy, and substitution processes are properly managed.
• Reduce missing items, wrong items, out‑of‑stock issues, and delayed grocery orders.
• Improve picking, packing, and handover processes with partners.
• Work with category, merchant, logistics, and product teams to improve the grocery customer journey.
• Build operating standards for grocery partners, including item accuracy, cold‑chain sensitivity, packaging, and delivery readiness.
• Monitor grocery fulfillment time and customer complaint trends.
• Support the development of dark‑store or quick‑commerce models if required.
• Improve grocery basket experience, repeat purchase, and reliability.

2. Laundry Operations

Own the operational performance of laundry partners and end‑to‑end laundry order flow.

• Manage the full laundry journey from pickup to partner processing to delivery.
• Ensure clear SLAs for pickup, cleaning, ironing, packaging, and return delivery.
• Reduce delays, damaged items, missing items, wrong items, and customer complaints.
• Build quality control standards for laundry partners.
• Ensure proper item tagging, tracking, and handover processes.
• Work with product and logistics teams to improve scheduling, pickup windows, and customer notifications.
• Create escalation processes for high‑value items, lost items, or damaged items.
• Improve customer trust in the laundry vertical through reliability, transparency, and service recovery.

3. Ticketing Operations

Own the operational execution of ticketing services, events, bookings, and related customer experiences.

• Ensure ticket inventory, availability, pricing, and event details are accurate.
• Coordinate with event organizers, venues, partners, product, finance, and customer support.
• Manage operational readiness before, during, and after major events.
• Reduce customer issues related to ticket access, QR codes, refunds, cancellations, and event changes.
• Create clear SOPs for event‑day support and escalation.
• Ensure smooth settlement and reporting with ticketing partners.
• Support major event launches with risk assessment and operational planning.
• Build scalable ticketing processes for future expansion into entertainment, experiences, sports, and tourism.

4. Retail Operations

For flowers, pharmacies, electronics, beauty, gifts, fashion, and general retail partners.

• Improving item accuracy, merchant readiness, fulfillment time, packaging, and delivery handover.
• Reducing cancellations, unavailable items, wrong items, and poor packaging complaints.
• Building SOPs for sensitive categories such as pharmacy, flowers, electronics, and gifts.
• Supporting category‑specific service standards.

5. Marketplace Operations

• Monitor supply availability across merchants and categories.
• Ensure strong coordination between merchant operations, logistics, product, and customer support.
• Improve operational KPIs across all marketplace verticals.
• Identify marketplace gaps such as low availability, weak fulfillment, poor merchant compliance, or high complaint rates.
• Support new vertical launches with proper operating models and readiness checks.

6. New Vertical Launch Operations

• Define the operating model for each new vertical.
• Build SOPs, SLAs, partner requirements, customer support flows, and escalation rules.
• Identify operational risks before public launch.
• Work with product to ensure the customer journey is ready.
• Work with finance to validate pricing, commission, refunds, and settlement processes.
• Ensure logistics capacity and delivery requirements are clear.

The Magic You Bring

• Vertical Strategy and Operating Model (Define the operating model for each vertical; Set operational priorities, KPIs, and service standards; Translate Snoonu’s business goals into clear execution plans).
• Operational Performance (Own the day‑to‑day performance of each vertical; Monitor key metrics; Identify operational bottlenecks and solve them with clear owners; Ensure every vertical has weekly performance reviews and action plans).
• Customer Experience (Ensure every vertical delivers a customer experience aligned with Snoonu’s standards; Work closely with Customer Experience and Customer Support to understand complaints and root causes; Reduce repeated failures that create customer dissatisfaction; Ensure service recovery rules are clear for each vertical; Protect the customer first, then fix the root cause internally).
• Partner and Merchant Operational Excellence (Set clear operational requirements for merchants and partners; Hold partners accountable for repeated failures; Work with commercial and account management teams to improve partner performance; Ensure partners understand Snoonu’s standards for preparation, availability, packaging, handover, and customer experience; Recommend corrective actions for underperforming partners).
• Cross‑Functional Leadership (Connect all departments to ensure that vertical issues are solved end‑to‑end).
• SOPs, SLAs, and Governance (Create and maintain SOPs for each vertical; Define clear SLAs for merchants, operations, logistics, and support teams; Build escalation processes for critical issues; Ensure every team knows who owns each type of problem; Standardize processes across verticals to reduce confusion and improve execution).
• Data, Reporting, and Business Reviews (Build dashboards for each vertical; Track daily, weekly, and monthly performance; Identify trends, risks, and repeated failures; Present clear business reviews to leadership; Convert data into action plans, not just reports).
• Profitability and Unit Economics (Work with finance and commercial teams to improve vertical profitability; Monitor cost‑to‑serve across each vertical; Identify operational inefficiencies that affect margins; Improve delivery batching, fulfillment efficiency, partner terms, and refund leakage; Ensure growth does not come at the cost of poor economics).
• Team Leadership (Build and lead strong vertical operations teams; Define clear responsibilities for each vertical manager; Set performance expectations and accountability; Coach team members to solve problems independently; Build a leadership culture where every vertical has a clear owner).

Benefits

• Global Vibes – Collaborate with a worldwide crew.
• Brain Boosters – Learning budgets, access to courses, and tools for your growth.
• Flexible Time Off – Generous leave and wellness policies.
• Agile Everything – Scrum‑based processes across product and ops.

Diversity & Inclusion

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.