Operations Center Supervisor

Job Purpose

The Operations Center Supervisor is responsible for overseeing the daily activities of Floward’s Operations Center, ensuring timely and accurate execution of order processing, dispatching, and delivery operations across markets. This role supervises a team of officers and specialists, acts as the first escalation point for issues, and ensures that operational SLAs are consistently achieved.

The Supervisor also drives compliance with operational standards, provides coaching to team members, and partners with cross-functional teams to resolve challenges and implement improvements, thereby safeguarding customer satisfaction and operational efficiency.

Key Responsibilities

• 1. Operations Control & Monitoring
• Oversee order lifecycle activities, ensuring smooth processing, dispatching, and fulfillment.
• Monitor real-time dashboards and SLA metrics, addressing risks or bottlenecks promptly.
• Coordinate with logistics partners, warehouses, and customer care teams for seamless operations.
• 2. Team Supervision & Coaching
• Lead, guide, and support a team of operations officers and specialists.
• Provide on-floor coaching, role clarity, and feedback to improve individual and team performance.
• Schedule and allocate resources effectively to meet daily operational targets.
• 3. Escalation & Incident Resolution
• 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.
• Document recurring issues and propose improvements to the Operations Center Manager.
• 4. Process Compliance & Improvement
• Enforce SOPs, quality standards, and compliance requirements across operations.
• Identify opportunities to improve efficiency, accuracy, and cost-effectiveness.
• Support the rollout of new systems, tools, and operational enhancements.
• 5. Reporting & Communication
• Prepare daily and weekly performance reports on KPIs, SLA adherence, and operational risks.
• Communicate updates and escalations clearly to the Lead Country Operations.
• Foster transparent communication within the team and with external stakeholders.
• Qualifications & Experience
• Education:
• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field.
• Experience:5–7 years of experience in operations, fulfillment, or logistics roles, preferably in e-commerce or retail.
• Minimum of 2 years in a supervisory role managing frontline or back-office operations staff.
• Experience with ERP/WMS platforms, SLA-driven environments, and real-time monitoring tools.
• About Floward :Floward Life Page
• Floward Corporate
• Founded in 2017, Floward is an online flowers and gifting company; we pride ourselves in creating a seamless experience for our customers and making sending flowers and gifts as enjoyable as receiving them.
• We source our flowers daily from the best growers and farmers around the world to create one of a kind stunning arrangements and plants that fit every occasion.
• We also partner with local and international brands to offer a wide range of gifts including chocolate, perfumes, cakes and more, coupled with our arrangements to create the perfect gift.
• Operating in 36 cities in nine countries across the MENA region and UK, we guarantee same-day delivery across the board through our own refrigerated fleet to ensure our arrangements arrive fresh to the customer.