Senior Manager, Customer Experience Compensation

CX Manager

At Snoonu, we believe that technology has the power to make anything possible. Our vision is 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. Our mission is to radically transform how people live by leveraging technology to connect them with endless possibilities. Values we live by include being customer obsessed, acting with integrity, being curious and creative, leading by example and taking ownership, working smart and delivering results, and it's all about people.

The Customer Experience Strategy & Operations team drives scalable, cross-functional initiatives to enhance customer, rider, and merchant experiences. We're laser-focused on optimizing outcomes and satisfaction while maintaining operational excellence. We work across product, support, operations, and business teams to build trust and integrity into every touchpoint of the customer journey.

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 do:

• 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.

We're excited about you because you have:

• 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.

Preferred qualifications:

• 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).