Operations Manager - Food Delivery Service Quality

About the role

Snoonu is hiring an Operations Manager (Food Operations) who owns end-to-end food delivery service quality on the platform, focusing on ETA promise accuracy, lateness and order cancellations. Most operational levers lie with partner teams (Logistics, Product, Commerce and Supply), so the role works through data-driven diagnosis, cross-functional prioritisation and strategic influence. The manager leads a direct team of 6 compliance specialists based in Pakistan.

Key responsibilities

• Monitor food delivery metrics daily, review them weekly and perform root-cause analysis on prep time, handover time, distance, zone dynamics and supply levels
• Own stream targets such as order volume growth (OPU), perfect order rate, on-time delivery, cancellation rate and short-distance speed SLAs, and act as the main escalation point for quality issues
• Run the initiative portfolio: adjust ETA promises, remove merchant/zone inefficiencies, speed up dispatch and tune courier features, then approve pilots with go/no-go decisions
• Work with the Vertical Profitability Manager to set quality guardrails for initiatives like order bundling
• Align with Logistics and Product on ETA accuracy and promotion-day promises, and with Commerce on vendor prep and handover delays
• Translate quality targets into supply-hour requirements for the Supply Team to drive full-timer courier acquisition
• Manage and coach a team of 6 compliance specialists, setting individual targets and overseeing daily audits
• First 90 days: diagnostics and KPI baselines by day 30, 2-3 live pilots by day 60, and production rollout by day 90

Required profile

• 5+ years (or 3+ years for a strong middle candidate) in operations, logistics or marketplace management within on-demand delivery, quick commerce, ride-hailing or top-tier management consulting
• Proven track record improving on-time performance, cancellation rates and ETA promise accuracy
• Fluent English; readiness to relocate to Doha, Qatar. GCC experience and Arabic are strong advantages

Required skills

• Data analysis, dashboard building, root-cause investigation and A/B testing
• SQL, Python or Tableau/BI tools are highly advantageous

What we offer

• Learning budgets, courses and tools for growth
• Flexible time off and generous leave and wellness policies
• Agile working style and autonomy
• Great Place to Work certification and ISO 9001 and ISO 45001 certifications