Operations Scaling Manager

Own the operational blueprint for scaling markets through distinct growth phases - from launch (0-5K orders/day) through rapid growth (5K-20K) to mature operations (20K+). This is a hands-on role: redesigning shift structures as volume doubles, deciding when to transition fleet models, building playbooks that turn a 10-person team into a 50-person team without losing service quality. Also serves as the primary Operations liaison to Product and Tech, ensuring the platform evolves to support each scaling phase.

• Own the end-to-end operational scaling playbook for each growth phase: launch (0-5K orders/day), growth (5K-20K), and maturity (20K+) - defining what changes at each transition in team structure, processes, tooling, fleet model, and vendor operations.
• Lead the 0→5K phase: establish baseline SOPs, set up live ops monitoring, define zone structures, build vendor operations cadence, align on-ground and remote teams before launch.
• Lead the 5K→20K transition: identify and resolve bottlenecks that break at scale - dispatch assignment times, CS capacity, vendor prep time spikes, zone boundaries, shift roster restructuring.
• Plan the 20K+ operating model: org structure, automation requirements, fleet model evolution, advanced zone optimization, predictive capacity planning.
• Define clear scaling triggers - the specific metric thresholds that signal when a market needs to transition to the next phase.
• Build capacity planning models that translate order volume forecasts into headcount, fleet size, and vendor capacity requirements with lead times factored in.
• Identify when manual processes become unsustainable and scope automation requirements - auto-dispatch rules, automated vendor scoring, self-serve CS tools - then work with Product/Tech to build them.
• Run post-scaling retrospectives after each phase transition: what broke, what held, what we should have done earlier. Feed lessons into the playbook for the next market.
• Conduct operational stress tests: simulate peak scenarios, holiday surges, and failure modes to identify scaling weaknesses before they hit production.
• Act as primary Operations liaison for Product and Tech - translate real scaling pain points into product requirements and feature requests.
• Participate in product roadmap planning, advocating for features that enable scaling: auto-dispatch improvements, dynamic zone management, automated vendor onboarding, real-time capacity dashboards.
• Monitor operational impact of product releases.

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or related field.
• 5-7 years in operations management within delivery, logistics, e-commerce, or marketplace businesses - with direct experience scaling operations through significant volume growth.
• Proven track record of building or scaling operational teams and processes from early stage to high volume (not just optimizing mature operations).
• Deep understanding of delivery operations mechanics: dispatch logic, fleet management, zone design, vendor operations, live ops, CS operations.
• Strong analytical skills - able to build capacity models, staffing calculators, and cost projections. Advanced Excel/Sheets required.
• Experience with fleet model transitions (3PL → hybrid → own fleet) and the operational implications of each.
• Experience working at the intersection of Operations and Product, translating operational needs into product requirements.
• Familiarity with product management tools (Jira, Asana, Click Up, or similar) and agile methodologies.
• Strong communication and stakeholder management - this role works with everyone from dispatchers to C-suite.

Snoonu is Qatar's homegrown Super App,…