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Salary: USD 140,000 - 180,000 / annual
Zipline is the world's largest autonomous drone delivery service, operating on four continents and completing millions of deliveries of blood, vaccines, medical supplies, food, and retail products. The company has flown over 140 million commercial autonomous miles and makes a delivery somewhere in the world every 30 seconds.
The Commercial Implementation Manager will own cross-functional programs that translate commercial requirements, new products, and operational learnings into scalable, repeatable partner experiences. This is a hands-on program management role that bridges strategy and execution across the entire partner lifecycle—from launch preparation through continuous improvement.
Key responsibilities include:
- Leading complex, cross-functional implementation initiatives that translate commercial or product requirements into successful partner operations
- Building scalable implementation models with defined processes, milestones, ownership, dependencies, tools, and success criteria
- Developing Zipline's partner communications strategy, determining what partners need to know, when, who communicates it, and through which channels
- Creating and owning partner performance operating rhythms for reviewing health, surfacing trends, tracking issues, and following through on actions
- Using dashboards, order-level investigations, field input, and partner feedback to identify emerging problems and distinguish isolated incidents from systemic issues
- Driving root-cause clarity and action by bringing teams together to understand recurring issues, establish ownership, manage actions, and verify fixes
- Turning operational learnings into durable improvements by maintaining a continuous improvement backlog and converting recurring issues into product improvements, playbooks, training, processes, or tooling
- Launching new products and capabilities with partners by translating features into implementation plans covering readiness, communications, training, adoption, and post-launch follow-up
- Developing implementation playbooks, templates, checklists, workflows, and documentation to ensure consistency as Zipline scales
- Serving as connective tissue across Product, Engineering, Analytics, Field Operations, Partner Support, Partnerships, and Commercial teams
- Measuring outcomes after implementation and feeding learnings into future implementations
Within the first six months, success looks like developing a strong understanding of Zipline's commercial partner lifecycle, establishing clear operating rhythms for partner performance, identifying high-impact improvement opportunities, and building a scalable partner communications program. You'll create clearer mechanisms for turning performance issues into action, with better root-cause understanding, clearer ownership, tracked risks and actions, and verification that fixes work. Most importantly, you'll begin turning repeated work into systems—converting individual escalations into playbooks, training updates, product improvements, and partner coaching.
REQUIREMENTS:
- 5+ years of experience in implementation, program management, partner operations, launch operations, process improvement, product operations, logistics, or a similarly cross-functional role
- Experience leading complex implementations or operational programs in fast-moving, ambiguous environments
- Experience building new processes or programs rather than solely operating established ones
- Experience working across Product, Engineering, Analytics, Field Operations, Customer Support, Partnerships, or Commercial teams
- Strong operational judgment and ability to make sense of messy, ambiguous problems
- Track record of owning cross-functional programs from problem discovery through implementation and measurable improvement
- Strong project and program management fundamentals including requirements gathering, project planning, dependency and risk management, action follow-up, stakeholder alignment, and executive communication
- Comfort working with data, dashboards, and detailed operational investigations, with judgment to distinguish anecdotes from systemic issues
- Excellent communication skills and ability to translate complex product, technical, or operational information into clear plans, leadership updates, and partner-facing narratives
- Ability to create clarity and accountability across teams you don't directly manage
- Hands-on operating style with willingness to dive deeply into details while building repeatable systems that scale
- Comfort moving between strategy and execution
- Experience working with external partners in retail, restaurants, marketplaces, logistics, or operationally complex environments is a plus
