CX Strategy and Operations Head

Are you a strategic mastermind who views every customer friction point as an opportunity for innovation? As our CX Strategy and Operations Head , you won’t just be managing a department; you’ll be the architect of excellence in Qatar’s leading Super App.

We are looking for a visionary leader to bridge the gap between high-level strategy and granular operational execution. In this role, you will sit at the heart of Snoonu’s ecosystem, leading the charge to diagnose, dismantle, and eliminate defects across the entire journey — from the moment a customer opens the app to the second a rider arrives at their door. If you are obsessed with data‑driven precision, thrive in cross‑functional collaboration, and are ready to shift an entire organization from reactive fixes to proactive, scalable solutions, your quest starts here.

Own End-to-End CX Strategy & Defect Reduction

• Define and lead the overarching Customer Experience strategy with a strong focus on reducing defects across the journey, including cancellations, delays, poor‑quality orders, and low customer ratings.
• Establish a clear defect taxonomy, measurement frameworks, and targets to systematically improve experience quality and reliability.

Diagnose and Eliminate CX Defects

• Deep dive into customer experience issues across customers, riders, and merchants to identify root causes of defects.
• Translate insights into structured initiatives that eliminate problems at the source rather than relying on reactive fixes.

Drive Experience Quality & Reliability

• Design and implement frameworks that improve order success rates, delivery reliability, and overall service consistency.
• Partner with Operations and Product teams to reduce variability and ensure high‑quality execution across all touchpoints.

Lead Cross‑Functional CX Initiatives

• Act as the central driver for CX improvements across Product, Engineering, Operations, Support, and Commercial teams.
• Align stakeholders around shared goals, priorities, and measurable outcomes tied to CX performance.

Build Scalable Governance & Accountability Models

• Develop policies, guardrails, and accountability frameworks across customers, riders, and merchants to ensure consistent, fair, and high‑quality experiences.
• Balance customer satisfaction with operational efficiency and financial sustainability.

Drive Data‑Informed CX Decisions

• Define and track core CX metrics (defect rates, cancellations, delays, ratings).
• Build dashboards, reporting frameworks, and insights that enable proactive identification of issues and opportunities.

Design and Scale Preventative Solutions

• Shift the organization from reactive problem‑solving to proactive defect prevention through automation, product improvements, and smarter processes.
• Partner with Data and Engineering to build scalable tools, alerts, and systems that reduce manual intervention.

Qualifications

• 8+ years of experience in strategy, operations, CX, or related roles in fast‑paced, customer‑centric organizations.
• Proven track record of improving customer experience metrics and reducing operational defects at scale.
• Strong ability to break down ambiguous problems into structured frameworks and actionable solutions.
• Demonstrated experience leading cross‑functional initiatives from strategy through execution and impact.
• Strong analytical mindset with experience using data to identify issues, measure impact, and drive decisions.
• Experience working closely with Product, Engineering, Operations, and Support teams.
• Excellent stakeholder management and communication skills, with the ability to influence senior leaders.
• A strong ownership mindset with a bias toward action and measurable outcomes.
• Passion for building scalable systems that improve both customer experience and operational efficiency.