Senior Manager - Customer Experience Automation; Rider & Merchant

Position: Senior Manager - Customer Experience Automation (Rider & Merchant)
Location: Lusail

Welcome to Your Next Adventure!

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 Get Your Hands On 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

• Improve SLAs, issue resolution time, and satisfaction scores for rider and merchant support channels.
• Develop and standardize SOPs, workflows, and KPIs for automation effectiveness and quality assurance.

Collaborate Cross Functionally

• Partner with Product, Engineering, Data, and Support teams to deploy scalable solutions, such as chatbots, process automation, and AI based tools.
• Align automation initiatives with broader company goals and customer centric values.

Use Data to Drive Impact

• Leverage analytics, SQL, and VOC data to identify automation opportunities and evaluate ROI.
• Design dashboards, experiments, and reports that guide continuous improvement.

Support Strategic CX Projects

• Contribute to Voice of the Customer (VoC) initiatives, rider/merchant journey mapping, and feedback loops.
• Assist in identifying churn drivers and working with internal teams to enhance retention.

Team Development

• Manage and mentor a small team or cross functional task force focused on automation programs.
• Foster a culture of continuous learning, experimentation, and operational excellence.

️ The Magic You Bring

• 7+ years of experience in customer experience, operations, or strategy within tech, logistics, or marketplaces.
• 3+ years of experience in automation strategy, process reengineering, or support tech implementation (e.g., chatbots, self service, workflow automation).
• Proven success in improving operational KPIs through automation in rider, merchant, or customer facing environments.
• Hands on experience working with CX platforms (e.g., Zendesk, Salesforce), automation tools, or low code platforms.
• Proficiency in data analysis (SQL, Excel, BI tools) to inform and evaluate automation initiatives.
• Strong project management and stakeholder collaboration skills.
• Ability to thrive in a fast paced, ambiguous, and cross functional environment.
• Passion for improving user journeys with a customer first mindset.

Bonus Points If You Have

• Experience in gig economy, delivery, or logistics platforms.
• Familiarity with merchant/rider experience operations and performance metrics.
• Exposure to fraud detection workflows or process design is a plus.

Inside Snoonu's Universe

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.

The Dream We're Chasing

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.

The Quest We're On

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

Our Everyday Superpowers 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."

Perks & Worklife Magic At Snoonu Remote & Global Vibes -

Collaborate with a worldwide crew.

Brain Boosters -

Le…