Agent Tools Strategy & Operations Specialist

About the Role

We are seeking an Agent Tools Strategy & Operations Specialist responsible for managing the tools and processes that empower support agents to work faster, more accurately, and efficiently. This position blends operational and product responsibilities to define agent tool requirements, enhance agent workflows, and collaborate closely with Product and Engineering teams to create and refine systems enabling seamless, partly automated customer support.

Key Responsibilities

• Analyze and understand operational needs of support agents and convert these into explicit functional requirements and development roadmaps.
• Map out and optimize end-to-end agent processes, eliminating redundancies, manual tasks, and errors.
• Steer the strategy and day-to-day operations of core agent tools including case management, routing, agent allocation, and tool consolidation into unified workflows.
• Identify opportunities for semi-automation, templated responses, and guided workflows to minimize workload and errors.
• Collaborate with Product and Engineering to define features, plan projects, and oversee quality assurance to ensure smooth deployment and continual post-launch improvements.
• Improve key support metrics such as average handling time, first contact resolution, and quality by enhancing processes and tooling instead of directly managing agent teams.
• Develop reports and diagnostic tools linking tool and process enhancements to metric improvements and design experiments to validate improvements before scaling.
• Utilize SQL, BI tools, and dashboards to analyze data, detect process bottlenecks, and quantify impacts of tooling gaps to prioritize improvements.
• Provide strategic contributions to other customer experience initiatives like service quality enhancements, journey redesign, and operational excellence programs.
• Assist in creating scalable frameworks, SOPs, and playbooks to enhance support operations efficiency.
• Adapt and grow with evolving business priorities and expanding organizational needs.

Required Qualifications and Skills

• Between 4 to 6 years of experience in Support Operations, Product Operations, Customer Experience, Strategy, Consulting, or related analytical roles, preferably in tech or fast-paced marketplace environments.
• Strong analytical aptitude with the capacity to decompose ambiguous challenges into actionable plans.
• Hands-on expertise with data handling and analysis using SQL, Excel, and BI tools.
• Experience eliciting requirements and collaborating with Product and Engineering teams to launch tools or features.
• A proactive inclination for process improvement through streamlining, standardization, and automation.
• Effective communication and stakeholder management skills.
• Comfortable operating in uncertain, fast-changing environments with a strong sense of ownership.
• A decisive and persistent approach ensuring follow-through on initiatives.

About Snoonu

Snoonu is a Qatar-based super app revolutionizing daily life with immensely fast delivery, shopping, and additional services all in one platform. Driven by technology, a global team, and an obsession with simplifying life, Snoonu aims to become the first Qatari Ultra App leading the region through innovation and technology with global aspirations.

Core Values

• Relentless customer focus
• Integrity and ethical conduct
• Curiosity and creativity for innovation
• Ownership and leading by example
• Efficiency to do better, faster with less
• Team spirit and collaboration

Benefits and Workplace Culture

• Global team collaboration
• Learning and development budget and resources
• High autonomy and personal ownership of tasks and career path
• Flexible leave policies to support wellness and recharge
• Agile methodologies embedded across functions
• Certified Great Place to Work®
• ISO 9001:2015 and ISO 45001:2018 certified for quality and safe workplace
• Commitment to sustainability, corporate social responsibility, and community engagement
• Inclusive, equal-opportunity employer fostering diversity

Additional Information

This role is located in Lusail, Qatar, and requires full-time onsite presence. The position is designed to evolve with the business, offering opportunities to contribute across customer experience strategies and operational excellence.