Senior Process Improvement Specialist

About the Role

Step into the pivotal role of Senior Process Improvement Specialist at Snoonu, a major player in Qatar's Super App ecosystem. You will be instrumental in enhancing operational efficiency by refining processes across functions such as operations, customer experience, and support. This position involves collaborating with multiple teams to transform workflows, implement continuous improvements, and foster a culture focused on data-driven and customer-centric process optimization.

Key Responsibilities

• Lead initiatives to improve processes aligned with business goals across various operational sectors.
• Analyze, document, and redesign comprehensive processes to boost case handling speed, quality, scalability, and reduce costs.
• Utilize Lean, Six Sigma, Kaizen, and comparable methodologies to resolve issues and ensure lasting improvements.
• Establish and monitor key performance indicators (KPIs), contribute to dashboards, and support governance activities to sustain project impact.
• Serve as a catalyst for change, facilitating the adoption of new work approaches within teams.
• Leverage Voice of the Customer (VoC) data and insights to detect root causes and enhance customer experience outcomes.
• Collaborate with teams across Operations, Product, Technology, and Customer Experience to implement actionable, data-supported enhancements.
• Coach peers and process owners in continuous improvement methods and foster a culture of ongoing development.
• Identify bottlenecks, inefficiencies, and operational risks, and deploy AI solutions to expedite case handling times.
• Design and embed scalable improvements for supply chain elements including drivers, restaurants, and suppliers.
• Standardize operational procedures in People Operations and Operations departments to ensure consistency.

Candidate Profile

• Extensive background in process improvement, operational excellence, or continuous improvement roles.
• Practical knowledge of Lean Six Sigma, DMAIC, VSM, PDCA, Kaizen, or related frameworks.
• Successful track record of leading end-to-end process enhancement projects within dynamic operational settings.
• Skillful stakeholder engagement and change management aptitude enabling influence without formal authority.
• Strong analytical abilities with competence in KPI development and deriving actionable insights from data.
• A commitment to customer-centricity, utilizing feedback and VoC data to steer improvement priorities.
• Experience with digital transformation initiatives, automation, and process enablement tools is desirable.
• Certifications in Lean Six Sigma or Operational Excellence expected.

Additional Advantages

• Effective communication skills with the ability to work collaboratively with leadership and frontline teams.
• Relevant experience in logistics, delivery, aviation, or other high-volume service operations is a plus.

About Snoonu

Snoonu is Qatar’s innovative Super App known for combining rapid delivery, shopping, and more. We are driven by technology and a global team, striving to simplify daily life and exceed region-wide expectations. Our vision is to become the leading Qatari Ultra App, revolutionizing lifestyles by connecting users to limitless opportunities.

Our Core Values

• Be Customer Obsessed: Prioritize customer needs in all activities.
• Act with Integrity: Maintain honesty and ethical conduct at all times.
• Be Curious and Creative: Constantly innovate to create meaningful impacts.
• Lead by Example and Take Ownership: Drive change and accountability.
• Work Smart and Deliver Results: Optimize efforts for efficiency.
• It's All About People: Foster teamwork and collective strength.
• Real Builders Ship: Translate ideas into actionable outcomes.

Perks and Work Environment

• Engage with a global team and diverse culture.
• Access to learning resources, training budgets, and tools for professional growth.
• Work autonomously with clear ownership over projects.
• Enjoy flexible time off policies emphasizing wellness and recharging.
• Adopt Agile methodologies deeply embedded across teams.
• Recognized as a Great Place to Work®, highlighting a supportive and empowering workplace culture.
• Holds ISO 9001:2015 and ISO 45001:2018 certifications, affirming commitment to quality and safety.
• Active involvement in sustainable business practices and community contributions through CSR.
• Committed to diversity and inclusion, ensuring equal opportunity for all.

Join Us

Apply now to contribute to a forward-thinking team where your ideas have impact and your contributions drive change. Embrace the opportunity to build the future with Snoonu in Qatar.