Vertical Operations Director

The Vertical Operations Director is responsible for owning and scaling the operational performance of Snoonu’s key business verticals, including grocery, laundry, ticketing, and any future verticals launched under Snoonu’s ecosystem. This role ensures that each vertical operates with clear ownership, strong execution, high service quality, and profitable growth, while maintaining Snoonu’s customer obsession and operational standards.

• 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.

• 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.

• 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.

• Retail Operations for flowers, pharmacies, electronics, beauty, gifts, fashion, and general retail partners.
• Improve item accuracy, merchant readiness, fulfillment time, packaging, and delivery handover.
• Reduce cancellations, unavailable items, wrong items, and poor packaging complaints.
• Build SOPs for sensitive categories such as pharmacy, flowers, electronics, and gifts.
• Support category-specific service standards.
• Marketplace Operations: own overall marketplace health across multiple verticals, monitor supply availability, coordinate across teams, improve operational KPIs, identify gaps, and support new vertical launches.
• New Vertical Launch Operations: lead operational readiness before launch, define operating models, build SOPs, SLAs, partner requirements, customer support flows, escalation rules, run pilot launches, identify operational risks, work with product and finance, and ensure logistics capacity.

• Vertical Strategy and Operating Model – define operating model, set priorities, KPIs, and service standards, translate business goals into execution plans.
• Operational Performance – own day‑to‑day performance, monitor metrics, identify bottlenecks, and ensure weekly reviews.
• Customer Experience – align customer experience with standards, work with support, reduce failures, clarify service recovery, protect customer first.
• Partner and…