General Manager of Operations

About This Role

🚀 Welcome to Your Next Adventure! The GM Operations is responsible for leading the execution and performance of end-to-end operations across all business verticals (Food, Grocery, Snoomart, Logistics, Marketplace Services).

This role drives operational excellence, ensures marketplace balance (supply-demand-logistics), and delivers sustainable growth with strong unit economics. The GM Operations translates company strategy into scalable execution frameworks while owning operational performance metrics and contribution margin.

This position is going to own the responsibility of the entire supply and demand planning. Additionally, it will be owning all the fleet optimization responsibilities, ensuring that we have enough drivers at the right time at the right place.

This role reports to the COO, with a dotted-line reporting relationship to the CEO – Qatar.

🛠 What You’ll Get Your Hands On

• Operational Execution & Performance Governance

• Lead daily operational performance across all verticals.

• Drive SLA adherence, delivery time reduction, and service reliability.

• Establish scalable SOPs and performance dashboards.

• Build clear KPI trees linking frontline metrics to P&L impact.

• Ensure real-time performance monitoring across all operational layers.

• Marketplace & Supply Optimization

• Own supply acquisition and productivity (merchants & fleet).

• Optimize dispatch efficiency, rider utilization, and cost per delivery.

• Reduce service failures and operational escalations.

• Improve delivery reliability and merchant compliance.

• Improve key operational KPIs:

• Order acceptance rate
• Fulfillment rate
• Delivery time
• Cancellation rate
• Fleet utilization
• Financial & Performance Accountability
• Full ownership of operational contribution margin and cost efficiency.
• Drive improvements in delivery cost per order and operational overhead.
• Partner with Finance on forecasting and budget discipline.
• Monitor unit economics (AOV, CPO, rider cost, incentives, etc).
• Growth & Market Expansion
• Lead new launches and new vertical rollouts.
• Develop playbooks for scalable expansion.
• Drive density-led growth strategy (maximize order concentration per square km).
• Lead turnaround analytics for underperforming regions.
• Process Improvement & Automation

• Partner with Product & Tech to enhance operational tools.

• Implement automation initiatives to reduce manual dependency.

• Use data insights to drive predictive supply-demand balancing.

• Continuously redesign workflows for speed and cost efficiency.

• Partner with Product & Tech to:

• Improve dispatch algorithms
• Automate manual ops processes
• Integrate AI-based capacity planning
• Enhance live performance dashboards
• Leadership & Team Management
• Lead Supply Team, 3PL, Business Operations Managers.
• Build a high-performance culture with strong accountability.
• Implement structured performance management and KPI tracking.
• Develop succession pipelines for operational leadership

🧙‍♂️ The Magic You Bring

• 10–15+ years in tech-enabled marketplace, logistics, or mobility platforms.
• Strong operational scaling experience.
• Deep expertise in analytics and financial modeling.
• Proven track record in process transformation.
• Experience building operational excellence frameworks at scale.

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.”

Perks & Worklife Magic At Snoonu 🌐 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.

Great Place to Work® Certified 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.

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.

Let’s Build the Future Together Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.

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