Live Operations Manager

About This Role

🚀 Welcome to Your Next Adventure! We’re looking for a Live Operations Manager to lead and scale our customer support operations across in-house teams and external partners.

This role is about building a high-performing support ecosystem — ensuring our agent sites operate efficiently, deliver consistently high-quality service, and scale with the business. You’ll own operational performance end-to-end: from workforce planning and quality frameworks to partner governance and continuous improvement.

If you’ve previously built or managed multi-site support operations (including BPO environments) and know how to drive performance without compromising customer experience, this role is for you.

🛠 What You’ll Get Your Hands On

• Own Live Operations Performance
• Oversee daily operations across in-house and external partner sites.
• Drive KPIs including SLA, AHT, CSAT, FCR, productivity, and cost efficiency.
• Ensure operational stability, scalability, and business continuity.
• Build and Optimize Operational Frameworks
• Design and implement governance models for internal and outsourced teams.
• Establish performance management rhythms (WBRs, MBRs, QBRs).
• Improve forecasting, capacity planning, and workforce management processes.
• Elevate Quality & Customer Experience
• Develop QA frameworks, calibration processes, and coaching standards.
• Ensure consistent service delivery across all sites and regions.
• Identify root causes of performance gaps and implement structural fixes.
• Lead Partner & Stakeholder Management
• Manage BPO partnerships end-to-end — from onboarding to performance optimization.
• Align closely with Product, CX, Operations, and Risk to translate business needs into operational readiness.
• Drive accountability across stakeholders and ensure execution follow-through.
• Drive Continuous Improvement
• Identify automation and tooling opportunities to increase efficiency.
• Lead cost optimization initiatives without compromising quality.
• Build scalable playbooks and SOPs to support growth and new market launches.

🧙‍♂️ The Magic You Bring

• 5–8+ years of experience in Customer Support / Live Operations, including direct experience managing BPO environments.
• Proven track record of scaling multi-site support operations while improving KPIs.
• Strong understanding of workforce management, forecasting, and capacity planning.
• Experience building QA frameworks and performance management systems from scratch or significantly improving existing ones.
• Demonstrated ability to manage external vendors with clear governance and accountability structures.
• Strong analytical mindset, comfortable working with data to diagnose performance issues and drive decisions.
• Excellent stakeholder management skills with the ability to influence cross-functional partners.
• Experience leading managers and building high-performing operational teams.

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.

Stay in the loop—connect with us on LinkedIn!