Vertical Operations Director

Overview

🛠 What You’ll Get Your Hands On

• 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.
• 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.
• 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.

Additional Verticals And Business Areas

• Based on Snoonu’s business model, the Vertical Operations Director may also oversee or support the following areas:
• 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.
• Marketplace Operations
• Own the overall marketplace health across multiple verticals.
• 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.

• New Vertical Launch Operations

• Lead operational readiness for new Snoonu verticals before launch.
• Define the operating model for each new vertical.
• Build SOPs, SLAs, partner requirements, customer support flows, and escalation rules.
• Run pilot launches before scaling.
• 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 ( This role must 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).

Inside Snoonu’s Universe

The Dream We’re Chasing

The Quest We’re On

👥 Be Customer Obsessed

👨‍💼 It's All About People

Perks & Worklife Magic At Snoonu

Builder’s Playground

Flexible Time Off

Agile Everything

Great Place to Work® Certified

Beyond the Code: Giving Back Matters

Diversity Isn’t Just a Buzzword

Let’s Build the Future Together