Snoomart Operations Manager

The Snoomart Operations Manager acts as the critical bridge between the driver supply team and dark store operations, diagnosing systemic inefficiencies across first‑mile and last‑mile, translating data into process improvements, and ensuring that supply‑side decisions land cleanly at the store and rider level. You own the connective tissue of Snoomart’s fulfilment engine.

• Serve as the primary interface between the driver supply team and dark store operations — ensuring rider availability aligns with order demand patterns, and surfacing store‑side constraints upstream before they create fulfilment gaps.
• Own the end‑to‑end operations health dashboard: track first‑mile metrics (TDT, Arrival Time, etc.) and last‑mile metrics (on‑time promise, rider utilisation, order accuracy, cancellation rate) on a daily basis.
• Conduct structured root‑cause analysis on recurring operational failures.
• Partner with driver supply planners and dark store Team Leaders to ensure manpower and rider allocation responds to actual order volume patterns rather than static schedules.
• Design and embed SOPs across handover — with particular attention to the handoff points where supply‑side errors compound into customer‑facing failures.
• Lead periodic cross‑functional ops reviews with driver supply, store ops, and tech teams — turning KPI data into prioritised improvement sprints with clear owners and deadlines.
• Identify and pilot process improvements (slot optimisation, routing logic, rider zoning) and build the measurement framework to validate impact before scaling.
• Act as the operational escalation point for cross‑functional issues that fall between driver supply and store ops.

• Minimum 3 years of experience in operations, supply chain, logistics, or fulfilment is required.
• Demonstrable experience sitting at the intersection of two operational functions (e.g. driver supply + store ops, or warehouse + delivery) rather than owning just one end.
• Strong analytical instinct — comfortable pulling data, building simple dashboards, and telling a clear story from ambiguous numbers.
• Process‑design mindset: able to document a current‑state flow, identify the failure points, and write an SOP that people will actually follow.
• Influence without authority — this role coordinates across teams without direct line management of store or supply staff, so strong stakeholder management is essential.
• High comfort with ambiguity and cross‑functional ownership gaps — you find the problem’s real owner and build alignment rather than waiting for someone else to step in.

• Quick commerce, dark store, or grocery delivery experience
• E‑commerce operations background
• Ride‑hailing or driver/fleet management experience
• Formal operations excellence background (Lean, Six Sigma, or similar)
• Start‑up or high‑growth environment experience
• Proficiency in Excel and Tableau for operational reporting
• Arabic language skills
• MENA market knowledge