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

Collaborate Cross-Functionally

Use Data to Drive Impact

Support Strategic CX Projects

Team Development

We’re Excited About You Because You Have…

Preferred Qualifications :

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