Senior Product Manager – Action Center

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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: build and scale the platforms that empower our agents to deliver fast, accurate, and delightful support—across customer care, rider and merchant operations, refunds, and safety. You’ll design tools that make our internal teams more efficient, automate manual workflows, and surface insights in real time—so every issue gets resolved faster, with empathy and precision.

• 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 → iteration — for high‑impact systems used by internal teams across CX, Merchant Ops, Rider Ops, and Finance.
• Automate what matters: build smart workflows, macros, and AI‑assisted features that cut 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 (average handling time), 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.

• 5+ years of product management experience, with 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 (e.g., classification, prioritization, or auto‑responses).
• Comfortable running user research with internal teams—listening deeply to agents, supervisors, and QA to design tools that make their work smarter.
• 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.

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

Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing‑fast delivery, ride‑hailing, and shopping - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.

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.

To radically transform how people live by leveraging technology to connect them with endless possibilities.

• 👥 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.

• 🌐 Global Vibes –…