Senior Product Manager - Action Center

We’re hiring a Senior Product Manager to own the end‑to‑end suite of internal agent‑facing tools that power Snoonu’s customer and merchant operations. Your mission is to build and scale platforms that empower our agents to deliver fast, accurate, and delightful support across customer care, rider and merchant operations, refunds, and safety.

Responsibilities

• Define and own the roadmap for Snoonu’s internal support and operations tools: agent consoles, ticket automation, dashboards, compensation workflows, and proactive alerts.
• Lead the full product lifecycle—ideation, discovery, delivery, and iteration—for high‑impact systems used by internal teams across CX, Merchant Ops, Rider Ops, and Finance.
• Build smart workflows, macros, and AI‑assisted features that reduce handling time and human error while improving first‑contact resolution and CSAT.
• Partner cross‑functionally with Engineering, Data, QA, CX, and Product Automation teams to launch features that scale efficiently across multiple business lines.
• Run experiments on agent efficiency, response quality, and automation coverage; monitor KPIs such as AHT, resolution rate, and agent productivity.
• Implement robust tooling that ensures data accuracy, audit trails, and compliance with PCI, GDPR, and internal QA frameworks.
• Translate complex operations into elegant tools—bridging the gap between CX strategy and engineering delivery.

Qualifications

• 5+ years of product management experience, with at least 2 years building internal tooling, CRM, or support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, custom internal dashboards).
• Proven track record in process automation, operational excellence, or CX tooling in fast‑growth tech, logistics, or e‑commerce environments.
• Strong analytical mindset—able to dig into BI tools, SQL, or internal logs to understand pain points and quantify impact.
• Hands‑on experience integrating APIs, automations, and AI/ML‑powered features such as classification, prioritization, or auto‑responses.
• Experience running user research with internal teams—listening to agents, supervisors, and QA to design tools that improve their work.
• Excellent communicator across technical and non‑technical audiences; can translate complex workflows into clear, intuitive user experiences.
• Thrives in ambiguous, high‑growth environments where priorities shift fast and impact matters.

Bonus

• Experience in customer experience, logistics, or marketplace operations.
• Exposure to Zendesk APIs, internal dashboard systems, or low‑code automation tools.
• Arabic language skills.

Benefits

• Global team collaboration.
• Learning budgets and access to courses and tools for professional growth.
• High level of autonomy and ownership over work.
• Flexible time off and generous leave policies.
• Agile product and operations culture.

Company Values

• Customer obsessed.
• Act with integrity.
• Be curious and creative.
• Lead by example and take ownership.
• Work smart and deliver results.
• People first.

Snoonu is an equal‑opportunity workplace that welcomes people from all walks of life.