Operations Center Supervisor📣 Job Ad

About Floward

Floward, established in 2017, is an online flowers and gifting company dedicated to creating a seamless experience for its customers. The company sources flowers daily from global growers and farmers to create unique arrangements and plants for every occasion. Floward also partners with local and international brands to offer a wide range of gifts, including chocolates, perfumes, and cakes, to complement its floral offerings. Operating in 36 cities across nine countries in the MENA region and the UK, Floward guarantees same-day delivery through its own refrigerated fleet, ensuring product freshness upon arrival.

The Role of Operations Center Supervisor

Floward is seeking an Operations Center Supervisor to lead the daily activities of its Operations Center in Dammam, Eastern, Saudi Arabia. This full-time role is critical for ensuring the timely and accurate execution of order processing, dispatching, and delivery operations across various markets. The Supervisor acts as the primary escalation point for operational issues, drives compliance with operational standards, and is responsible for consistently achieving operational Service Level Agreements (SLAs).

Operational Oversight and Control

• Oversee all order lifecycle activities, including processing, dispatching, and fulfillment, to ensure smooth operations.
• Monitor real-time dashboards and SLA metrics, promptly addressing any identified risks or bottlenecks.
• Coordinate effectively with logistics partners, warehouses, and customer care teams to maintain seamless operational flow.
• Act as the first escalation point for operational delays, delivery issues, or service failures.
• Coordinate with Customer Care, Supply Chain, and Technology teams to resolve incidents efficiently.
• Document recurring issues and propose improvements to the Operations Center Manager.
• Prepare daily and weekly performance reports on Key Performance Indicators (KPIs), SLA adherence, and operational risks.
• Communicate updates and escalations clearly to the Lead Country Operations.

Team Leadership and Development

• Lead, guide, and support a team of operations officers and specialists.
• Provide on-floor coaching, clarify roles, and deliver feedback to enhance individual and team performance.
• Schedule and allocate resources effectively to meet daily operational targets.
• Enforce Standard Operating Procedures (SOPs), quality standards, and compliance requirements across operations.
• Identify opportunities to improve efficiency, accuracy, and cost-effectiveness within operations.
• Support the rollout of new systems, tools, and operational enhancements.
• Foster transparent communication within the team and with external stakeholders.

Qualifications and Experience

Candidates for this role should possess 2-5 years of relevant experience in operations management or a similar supervisory capacity. The ideal candidate will demonstrate a proven ability to oversee complex operational workflows, manage a team effectively, and ensure consistent achievement of operational targets.

Location and Work Type

This is a full-time position based in Dammam, Eastern, Saudi Arabia. The role requires on-site presence to effectively supervise the Operations Center and coordinate with various internal teams and external partners.