Operations Performance Manager

About the Role

The Operations Performance Manager will lead and oversee operational performance across Floward’s markets, ensuring consistent execution, strong performance visibility, and continuous improvement across operations.This role requires a highly analytical and operationally minded leader who can translate data into actionable insights, establish clear performance standards, and work closely with country operations teams to address performance gaps and improve service levels. The role will act as the central owner of operational KPIs, reporting governance, process standardization, and performance improvement initiatives across markets.What You Will Own:1. Performance Strategy & KPI GovernanceOwn and continuously evolve the operational KPI framework across markets, ensuring performance measures are relevant, consistent, and aligned with business priorities.Establish clear definitions, targets, and measurement standards for operational KPIs and ensure consistent adoption across countries and functions.Identify systemic performance gaps, bottlenecks, and recurring operational issues through structured performance reviews and trend analysis.Translate operational performance data into clear priorities and recommendations for operations leadership.Maintain a forward-looking view of performance trends and risks, enabling teams to address potential issues before they materially impact operations.2. Performance Analysis & ReportingLead the analysis of operational performance across markets, identifying trends, root causes, risks, and improvement opportunities.Own the consolidation and quality of weekly and monthly operational performance reporting, ensuring leadership has clear visibility of results and priorities.Direct the development and continuous improvement of dashboards and performance tracking tools to provide accurate and timely performance visibility.Track operational OKRs and key initiatives, highlighting areas that are off track and recommending corrective actions.Ensure operational data is accurate, consistent, and reliable enough to support business and leadership decision-making.3. Process Improvement & StandardizationLead the mapping and documentation of key operational workflows across markets, identifying opportunities for simplification, standardization, and efficiency.Own the development and governance of operational SOPs, guidelines, and execution standards.Identify deviations from agreed processes and work with country teams to understand root causes and implement sustainable corrective actions.Lead workflow and process improvement initiatives focused on service quality, productivity, efficiency, and turnaround time.Benchmark performance and operating practices across markets to identify and scale best practices.4. Cross-Functional Collaboration & Stakeholder ManagementPartner closely with country operations leadership to review performance, validate data, and align on improvement priorities and action plans.Work cross-functionally with systems, training, inventory, fulfillment, logistics, and other operational teams to address issues impacting performance.Facilitate structured performance reviews with key stakeholders, ensuring clear ownership and follow-through on agreed actions.Build strong relationships with senior stakeholders and provide clear, data-backed recommendations to support operational decision-making.Act as the central point of coordination for cross-market performance initiatives and operational improvement programs.5. People & OrganizationLead, coach, and develop a team of performance analysts and coordinators, establishing clear objectives, responsibilities, and performance expectations.Build team capability in data analysis, root-cause analysis, reporting, process mapping, and continuous improvement methodologies.Plan workload and resource allocation to ensure consistent performance support across markets.Create a culture of analytical thinking, accountability, and continuous improvement within the performance team.Establish a regular cadence of team reviews, development discussions, and knowledge sharing across the function.6. Governance & Performance AssuranceLead structured operational reviews to ensure adherence to agreed standards and processes across markets.Own the accuracy, consistency, and quality of operational performance reporting presented to leadership.Establish clear accountability mechanisms for performance gaps and ensure corrective actions are tracked through to completion.Maintain strong governance around KPI definitions, reporting methodologies, data sources, and performance documentation.Escalate significant operational risks and recurring performance issues with clear root-cause findings and recommended actions.7. Continuous Improvement & Strategic InitiativesLead cross-functional initiatives focused on operational efficiency, service excellence, productivity, and performance improvement.Conduct internal diagnostics, benchmarking exercises, and process reviews to identify opportunities for structural improvement.Translate analytical findings into practical initiatives with clear owners, timelines, and measurable outcomes.Support the rollout of strategic operations initiatives across markets and monitor implementation effectiveness.Identify and institutionalize best practices to drive greater consistency and scalability across Floward’s operations.What We Are Looking For:7+ years of experience in operations performance, operations excellence, business analysis, process improvement, or related fields.At least 2 years of experience leading or managing a team of analysts, coordinators, or similar functions.Proven experience working within multi-location, regional, or centralized operations environments, ideally supporting multiple markets.Strong experience designing, managing, and governing operational KPI frameworks, dashboards, and performance reporting.Strong capability in root-cause analysis, process mapping, SOP development, and continuous improvement.Experience leading cross-functional performance improvement initiatives and working closely with senior operational stakeholders.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 highly preferred.Strong leadership, stakeholder management, communication, and problem-solving capabilities.Bachelor’s degree in Industrial Engineering, Business Administration, Operations Management, or a related field; a Master’s degree or MBA is a plus.Strong proficiency in operational reporting and data visualization tools; experience with Excel, Power BI, or similar platforms is highly preferred.About Floward :Floward Life PageFloward CorporateFounded 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