Senior Manager, Customer Experience Compensation
SnoonuQatar15 days ago
Full-timeRemote FriendlyCustomer Service
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🚀 Welcome to Your Next Adventure!
We’re seeking a CX Manager to lead strategy and operations in Compensation, Fraud & Abuse Prevention, and Merchant Accountability. In this high-impact role, you’ll be responsible for designing systems and processes that ensure fairness in compensation, protect the platform from abuse, and drive merchant compliance. Your work will balance customer-centricity with operational rigor, leveraging data, automation, and policy to manage complex risk scenarios and improve platform integrity.
🛠 What You’ll Get Your Hands On
Compensation Strategy & Governance
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’re seeking a CX Manager to lead strategy and operations in Compensation, Fraud & Abuse Prevention, and Merchant Accountability. In this high-impact role, you’ll be responsible for designing systems and processes that ensure fairness in compensation, protect the platform from abuse, and drive merchant compliance. Your work will balance customer-centricity with operational rigor, leveraging data, automation, and policy to manage complex risk scenarios and improve platform integrity.
🛠 What You’ll Get Your Hands On
Compensation Strategy & Governance
- Design, implement, and continuously optimize Snoonu’s customer and merchant compensation policies.
- Ensure compensation guidelines are scalable, fair, data-informed, and aligned with business goals.
- Monitor trends in support compensation and develop controls to reduce unnecessary payouts.
- Partner with Data, Product, and Support teams to detect, investigate, and mitigate fraudulent activity across customers, riders, and merchants.
- Build and maintain rule-based and machine learning-supported frameworks to identify abuse patterns.
- Develop response protocols and dashboards to monitor abuse KPIs and operational triggers in real time.
- Define and enforce merchant accountability frameworks to improve reliability, order quality, and compliance.
- Collaborate with Commercial, Legal, and Operations teams to design fair escalation and penalty systems.
- Implement scorecards and audits to measure and incentivize merchant performance.
- Serve as the voice of integrity in decision-making forums involving product, policy, or customer-facing workflows.
- Lead cross-functional working groups to operationalize fraud risk, accountability policies, and compensation processes.
- Ensure alignment with legal, regulatory, and ethical standards.
- Use SQL and BI tools to identify risks, measure impact, and drive continuous improvements.
- Conduct root-cause analyses and A/B tests on compensation and fraud interventions.
- Build frameworks for evaluating fairness, financial impact, and CX outcomes of your programs.
- 7+ years of experience in strategy, risk, operations, or policy roles in fast-paced, customer-facing organizations.
- 3+ years of experience directly managing compensation strategies, fraud prevention, or abuse mitigation workflows.
- Strong understanding of platform trust & safety, policy enforcement, and accountability frameworks.
- Proficiency in SQL and comfort working with large data sets to drive decision-making.
- Experience working with CX and case management platforms (e.g., Zendesk, Salesforce).
- Strong analytical, communication, and stakeholder management skills.
- A customer-obsessed mindset with a pragmatic approach to risk and scalability.
- Experience in marketplace, e-commerce, or last-mile logistics environments.
- Exposure to fraud detection systems, risk scoring, or compliance policy design.
- Familiarity with financial compensation models and customer satisfaction metrics (e.g., CSAT, NPS).
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
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