Full job description

Role Purpose

The Operations Manager is responsible for making Reemflora run smoothly, profitably, and at scale. This role owns daily operations end-to-end: order fulfilment, procurement, inventory, staffing, delivery coordination, and process discipline. The goal is simple: more orders, fewer mistakes, lower costs, happier customers.

This is not a desk job. This is a builder-operator role.

Key Responsibilities

Daily Operations

• Oversee day-to-day order processing, production, packing, and dispatch
• Ensure on-time, accurate fulfilment of all online and B2B orders
• Act as escalation point for operational issues and customer service failures

Supply Chain & Inventory

• Manage flower procurement, stock levels, wastage, and supplier coordination
• Forecast demand based on seasonality, campaigns, and historical data
• Reduce spoilage and control cost of goods without compromising quality

People & Workforce Management

• Manage florists, packers, drivers, and support staff
• Create staff schedules aligned with order volume peaks
• Enforce productivity, quality standards, and discipline
• Train staff on SOPs and efficiency improvements

Process & Systems

• Build, document, and enforce Standard Operating Procedures (SOPs)
• Improve workflows across ordering, production, packing, and delivery
• Work with tech/website teams to fix operational bottlenecks in the order flow

Delivery & Logistics

• Coordinate in-house and third-party delivery partners
• Track delivery performance (late orders, failed deliveries, complaints)
• Optimize routes, cut delays, and reduce refunds/returns

Cost Control & Reporting

• Monitor daily KPIs: orders/day, fulfilment time, wastage %, labour cost, refunds
• Identify inefficiencies and implement corrective actions fast
• Prepare weekly operational reports for management

What Success Looks Like (First 6–12 Months)

• Order capacity increased without chaos
• Consistent same-day and next-day fulfilment
• Measurable reduction in wastage and refunds
• Clear SOPs that allow scaling to 5×–10× order volume
• Founder no longer firefighting daily operations

Required Experience & Skills

• 4+ years experience in operations management, preferably in:
• E-commerce, food, flowers, FMCG, or logistics-heavy businesses
• Proven experience managing teams and high-volume daily operations
• Strong understanding of inventory, perishables, and cost control
• Comfortable with data, dashboards, and KPIs
• Hands-on, decisive, and accountable — not theoretical
• Excellent problem-solving under pressure

Personality Fit (Non-Negotiable)

• Operationally obsessive
• Calm in chaos
• Process-driven but practical
• Willing to get hands dirty
• Not afraid to challenge inefficiencies or say “this won’t scale”

Nice to Have

• Experience scaling a small business into a high-volume operation
• Experience with same-day delivery businesses
• Familiarity with Shopify / order management systems

Job Type: Full-time