Operations Performance Manager

About the Role

Floward is seeking an Operations Performance Manager to lead and oversee operational performance across its markets. This full-time role, based in Makkah (Jeddah, Makkah), focuses on ensuring consistent execution, strong performance visibility, and continuous improvement in operations. The manager will translate data into actionable insights, establish performance standards, and collaborate with country operations teams to address performance gaps and enhance service levels.

Key Responsibilities

• Own and evolve the operational KPI framework across markets, ensuring relevance and alignment with business priorities.
• Lead the analysis of operational performance, identifying trends, root causes, risks, and improvement opportunities.
• Manage the consolidation and quality of weekly and monthly operational performance reporting for leadership visibility.
• Direct the development and improvement of dashboards and performance tracking tools.
• Lead the mapping and documentation of key operational workflows, identifying opportunities for simplification and standardization.
• Own the development and governance of operational SOPs, guidelines, and execution standards.
• Partner with country operations leadership to review performance, validate data, and align on improvement plans.
• Work cross-functionally with various operational teams to address performance-impacting issues.
• Lead, coach, and develop a team of performance analysts and coordinators, establishing clear objectives and expectations.
• Lead structured operational reviews to ensure adherence to agreed standards and processes across markets.
• Lead cross-functional initiatives focused on operational efficiency, service excellence, and productivity.

Performance Strategy and Governance

• Establish clear definitions, targets, and measurement standards for operational KPIs, ensuring consistent adoption.
• Identify systemic performance gaps and recurring operational issues through structured reviews and trend analysis.
• Maintain a forward-looking view of performance trends and risks to proactively address potential issues.
• Ensure operational data accuracy, consistency, and reliability for business and leadership decision-making.
• Establish clear accountability mechanisms for performance gaps and track corrective actions to completion.

Process Improvement and Standardization

• Identify deviations from agreed processes and work with country teams to implement sustainable corrective actions.
• Lead workflow and process improvement initiatives focused on service quality, productivity, and efficiency.
• Benchmark performance and operating practices across markets to identify and scale best practices.
• Conduct internal diagnostics, benchmarking, and process reviews to identify opportunities for structural improvement.

Qualifications and Requirements

• Proven experience (5-10 years) working within multi-location, regional, or centralized operations environments, ideally supporting multiple markets.
• Strong analytical capability with the ability to translate complex operational data into clear business insights and recommendations.
• Experience within e-commerce, retail, logistics, fulfillment, FMCG, or other high-volume operational environments is preferred.
• Strong leadership, stakeholder management, communication, and problem-solving capabilities.

Work Environment

This is a full-time position based in Makkah, with primary locations in Jeddah and Makkah. The role involves working within a dynamic operational environment, collaborating with various teams across different markets to drive performance and continuous improvement.