Senior Manager – Customer Experience Automation (Rider & Merchant)
SnoonuQatar16 days ago
Full-timeRemote FriendlyCustomer Service
Track This Job
Add this job to your tracking list to:
- Monitor application status and updates
- Change status (Applied, Interview, Offer, etc.)
- Add personal notes and comments
- Set reminders for follow-ups
- Track your entire application journey
Save This Job
Add this job to your saved collection to:
- Access easily from your saved jobs dashboard
- Review job details later without searching again
- Compare with other saved opportunities
- Keep a collection of interesting positions
- Receive notifications about saved jobs before they expire
AI-Powered Job Summary
Get a concise overview of key job requirements, responsibilities, and qualifications in seconds.
Pro Tip: Use this feature to quickly decide if a job matches your skills before reading the full description.
🚀 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
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 – Learning budgets, access to courses, and tools for your growth.
🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
📦 Shared Success – We offer equity because we build this together.
🌺 Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
Beyond the Code: Giving Back Matters
We don’t just build an app. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
Diversity Isn’t Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
Let’s Build the Future Together
Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed. Let’s make some tech magic together.
Stay in the loop—connect with us on LinkedIn!
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.
- 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.
- 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.
- Leverage analytics, SQL, and VOC data to identify automation opportunities and evaluate ROI.
- Design dashboards, experiments, and reports that guide continuous improvement.
- 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.
- 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.
- 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.
- 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.
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 – Learning budgets, access to courses, and tools for your growth.
🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
📦 Shared Success – We offer equity because we build this together.
🌺 Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
Beyond the Code: Giving Back Matters
We don’t just build an app. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
Diversity Isn’t Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
Let’s Build the Future Together
Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed. Let’s make some tech magic together.
Stay in the loop—connect with us on LinkedIn!
Key Skills
Ranked by relevanceReady to apply?
Join Snoonu and take your career to the next level!
Application takes less than 5 minutes