Operations Compliance & Quality Assurance Senior Manager

Role overview

This position leads the governance of compliance, quality assurance, and operational risk across Floward’s operations. Working within the Operations Excellence function and reporting to the Lead Operations Excellence, the role ensures that legal and regulatory obligations, internal standards, and quality benchmarks are met consistently while supporting scalable, efficient, and dependable operations.

The role blends strategic direction with hands-on execution, making compliance and quality central to operational excellence. It involves close collaboration with senior leaders and cross-functional teams to reduce risk proactively, strengthen continuous improvement, and safeguard operational integrity.

Core responsibilities

• Work with the Ops Excellence Director to shape and deliver the operations compliance and quality assurance agenda in line with the wider operational excellence roadmap.
• Create, implement, and sustain compliance policies, quality standards, and governance structures across all markets where the business operates.
• Integrate compliance and quality requirements into major operational workstreams such as new service launches, process redesigns, and growth initiatives.
• Regularly refresh frameworks to keep pace with regulatory updates, business expansion, and increasing operational complexity.
• Build and manage a structured audit approach covering compliance, quality, and internal controls within operations.
• Own internal audits, assessments, and reviews, and ensure all findings are converted into corrective and preventive actions with clear follow-through.
• Set and track compliance and quality KPIs, and support visibility through dashboards, reports, and governance meetings.
• Improve monitoring systems so issues are detected early and resolved quickly.
• Identify operational, compliance, and quality risks across the full operating model and escalate them appropriately.
• Lead investigations into incidents, quality defects, or non-compliance events, including root-cause analysis and long-term fixes.
• Provide senior leaders with practical risk assessments, business impact views, and mitigation plans.
• Ensure lessons from audits and incidents are embedded through updated processes, controls, and training.
• Develop and deliver training programs on compliance and quality in partnership with Operations Excellence and functional leaders.
• Strengthen accountability, ownership, and awareness of compliance and quality expectations among operational teams.
• Promote a culture of ongoing improvement, operational discipline, and decisions based on data.
• Equip teams with actionable tools, playbooks, and guidance to consistently meet standards.
• Serve as a trusted advisor to the Ops Excellence Director on compliance, quality, and risk matters.
• Collaborate with Operations, Supply Chain, Product, Legal, Risk, and Country teams to embed standards into day-to-day workflows.
• Influence senior stakeholders to ensure alignment and adoption of common standards across functions and geographies.
• Demonstrate sound judgment, professionalism, and accountability through visible leadership.

Qualifications and experience

• A bachelor’s degree in Business, Operations, Engineering, Quality, Risk, or a related field is required; a master’s degree is considered an advantage.
• At least 10 years of experience in operations compliance, quality assurance, operations excellence, or risk management.
• Prior experience in a senior management role within a complex or multi-market operating environment.
• Strong exposure to audits, internal controls, regulatory compliance, and continuous improvement methods.
• Proven ability to work across functions and influence senior stakeholders effectively.

About Floward

Floward, established in 2017, is an online flowers and gifting business. The company focuses on delivering a smooth customer experience and making gift-giving as delightful as receiving. It sources flowers daily from leading growers and farmers worldwide to create distinctive arrangements and plants for different occasions. Floward also works with local and international brands to provide a broad selection of gifts such as chocolates, perfumes, cakes, and more, paired with its floral arrangements to create complete gifts. The company serves 36 cities across nine countries in the MENA region and the UK, and offers same-day delivery through its owned refrigerated fleet to keep arrangements fresh.

Additional information

Function: Operations Excellence

Reporting to: Lead Operations Excellence

Location: Riyadh, Saudi Arabia