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

• Global Vibes – collaborate with a worldwide crew.
• Brain Boosters – learning budgets, access to courses, and tools for your growth.
• Flexible Time Off – generous leave and wellness policies.
• Agile Everything – Scrum and scalable practices across product and ops.