Operations Center Supervisor

Position Overview

As the Operations Center Supervisor at Floward, you will play a pivotal role in ensuring the seamless execution of order processing, dispatching, and delivery operations across our expanding markets. This position requires a dynamic leader who can oversee daily operational activities, supervise a high-performing team, and act as the primary escalation point for resolving critical issues. Your responsibilities will encompass driving compliance with operational standards, fostering a culture of continuous improvement, and collaborating with cross-functional teams to enhance efficiency and customer satisfaction. By maintaining rigorous adherence to SLAs and operational best practices, you will contribute directly to Floward’s reputation for reliability and excellence in the online flowers and gifting industry.

Key Responsibilities

The Operations Center Supervisor is entrusted with the following core responsibilities:

• Operations Control & Monitoring:
  • Oversee the entire order lifecycle, from processing to dispatching and final delivery, ensuring accuracy and timeliness at every stage.
  • Monitor real-time operational dashboards and SLA metrics to proactively identify risks, bottlenecks, or deviations from performance targets.
  • Coordinate closely with logistics partners, warehouse teams, and customer care representatives to facilitate seamless end-to-end operations.
• Team Supervision & Coaching:
  • Lead, mentor, and motivate a team of operations officers and specialists, providing clear direction and fostering a high-performance culture.
  • Deliver on-floor coaching, constructive feedback, and role clarity to enhance individual and team productivity.
  • Optimize resource allocation and scheduling to consistently meet daily operational targets and maintain service excellence.
• Escalation & Incident Resolution:
  • Serve as the first point of contact for escalations related to operational delays, delivery discrepancies, or service failures.
  • Collaborate with Customer Care, Supply Chain, and Technology teams to investigate root causes and implement timely resolutions.
  • Document recurring issues and escalate systemic challenges to the Operations Center Manager, proposing actionable improvements.
• Process Compliance & Improvement:
  • Enforce Standard Operating Procedures (SOPs), quality benchmarks, and compliance requirements to uphold operational integrity.
  • Identify opportunities to streamline processes, reduce inefficiencies, and enhance cost-effectiveness without compromising service quality.
  • Support the implementation of new systems, tools, and operational enhancements to drive innovation and scalability.
• Reporting & Communication:
  • Prepare and present daily and weekly performance reports, highlighting KPIs, SLA adherence, and operational risks to senior leadership.
  • Facilitate transparent communication within the team and with external stakeholders, ensuring alignment and accountability.

Qualifications & Experience

To excel in this role, candidates must meet the following criteria:

• Education: Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, or a related field.
• Experience:
  • Minimum of 5–7 years of progressive experience in operations, fulfillment, or logistics, with a preference for roles in e-commerce or retail environments.
  • At least 2 years of hands-on supervisory experience, managing frontline or back-office operations teams in fast-paced settings.
  • Proficiency in ERP/WMS platforms, SLA-driven environments, and real-time monitoring tools is highly desirable.

About Floward

Founded in 2017, Floward is a leading online flowers and gifting company dedicated to redefining the art of sending and receiving thoughtful gifts. We curate exceptional floral arrangements and an extensive range of gifts—from chocolates and perfumes to cakes—sourced daily from the finest growers and artisans worldwide. Our commitment to quality ensures that every arrangement is fresh, unique, and tailored to every occasion. With a presence in 36 cities across nine countries in the MENA region and the UK, Floward guarantees same-day delivery through our proprietary refrigerated fleet, ensuring that every gift arrives in pristine condition. By joining our team, you will contribute to an organization that blends creativity, operational excellence, and customer-centric innovation to deliver joy and convenience to our global clientele.