Operations Scaling Manager

Role

Scaling responsibilities

• Define changes in team structure, processes, tooling, fleet model, and vendor operations at each growth transition.
• For launch, establish baseline SOPs, live operations monitoring, zones, vendor cadence, and on-ground and remote team alignment.
• For growth, resolve bottlenecks in dispatch assignment, customer-service capacity, vendor preparation, zone boundaries, and shift rosters.
• Plan mature operations, including organization structure, automation, fleet evolution, zone optimization, and predictive capacity planning.
• Set metric thresholds for phase transitions and build capacity models translating order forecasts into headcount, fleet size, and vendor capacity.
• Identify manual processes to automate and work with Product and Tech on dispatch rules, vendor scoring, and self-service customer-service tools.
• Run transition retrospectives and operational stress tests for peak demand, holidays, and failure modes.
• Contribute operational requirements and feature requests to product roadmaps, and monitor operational impacts of product releases.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or related field.
• 5–7 years of operations management experience in delivery, logistics, e-commerce, or marketplace businesses, including significant volume growth.
• Demonstrated experience scaling teams and processes from early-stage to high-volume operations.
• Deep delivery-operations knowledge covering dispatch, fleets, zone design, vendors, live operations, and customer-service operations.
• Experience with fleet model transitions such as 3PL to hybrid to own fleet.
• Strong analytical skills; capacity models, staffing calculators, cost projections, and advanced Excel or Sheets are required.
• Experience translating operational needs into product requirements.
• Product tools such as Jira, Asana, ClickUp, or similar and agile methodologies are listed as familiarity areas.
• Strong communication and stakeholder management across frontline teams and C-suite.

About Snoonu

Perks

• Perks include learning budgets and courses, autonomy, flexible time off, and an agile working environment.