Senior Manager – Customer Experience Automation (Rider & Merchant)

A Little Bit About Us:

At Snoonu, we believe that technology has the power to make anything possible.

Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.

Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.

Values We Live By:

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.

The Customer Experience Strategy & Operations team at Snoonu is responsible for designing and implementing initiatives that enhance customer, rider, and merchant experiences across all touchpoints. We are relentless in improving operational excellence, customer outcomes, and scalable satisfaction. Our team collaborates closely with product, engineering, support, and business units to make Snoonu the most trusted brand in the market.

About the Role:

We are looking for a CX Automation Manager to lead our Rider & Merchant Automation initiatives within the broader CX strategy. This individual will define and execute automation strategies that improve operational efficiency, reduce manual dependencies, and enhance the service experiences for our riders and merchants. The ideal candidate combines a customer-first mindset with technical fluency and a track record of scaling operational processes through automation and AI.

What You’ll Do:

Lead Automation Strategy for Rider & Merchant CX

Design and implement automation initiatives that enhance the support experience for riders and merchants.

Identify pain points and operational inefficiencies to drive self-service and intelligent automation solutions.

Scale Operational Excellence

Improve SLAs, issue resolution time, and satisfaction scores for rider and merchant support channels.

Develop and standardize SOPs, workflows, and KPIs for automation effectiveness and quality assurance.

Collaborate Cross-Functionally

Partner with Product, Engineering, Data, and Support teams to deploy scalable solutions, such as chatbots, process automation, and AI-based tools.

Align automation initiatives with broader company goals and customer-centric values.

Use Data to Drive Impact

Leverage analytics, SQL, and VOC data to identify automation opportunities and evaluate ROI.

Design dashboards, experiments, and reports that guide continuous improvement.

Support Strategic CX Projects

Contribute to Voice of the Customer (VoC) initiatives, rider/merchant journey mapping, and feedback loops.

Assist in identifying churn drivers and working with internal teams to enhance retention.

Team Development

Manage and mentor a small team or cross-functional task force focused on automation programs.

Foster a culture of continuous learning, experimentation, and operational excellence.

We’re Excited About You Because You Have…

7+ years of experience in customer experience, operations, or strategy within tech, logistics, or marketplaces.

3+ years of experience in automation strategy, process reengineering, or support tech implementation (e.g., chatbots, self-service, workflow automation).

Proven success in improving operational KPIs through automation in rider, merchant, or customer-facing environments.

Hands-on experience working with CX platforms (e.g., Zendesk, Salesforce), automation tools, or low-code platforms.

Proficiency in data analysis (SQL, Excel, BI tools) to inform and evaluate automation initiatives.

Strong project management and stakeholder collaboration skills.

Ability to thrive in a fast-paced, ambiguous, and cross-functional environment.

Passion for improving user journeys with a customer-first mindset.

Preferred Qualifications:

Experience in gig-economy, delivery, or logistics platforms.

Familiarity with merchant/rider experience operations and performance metrics.

Exposure to fraud detection workflows or process design is a plus.