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Salary: USD 160,000 - 210,000 / 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 is redefining logistics and healthcare access globally.
As Program Lead, Support Operations & Partner Experience, you will lead cross-functional programs that improve the support experience for Zipline customers and partner sites. You will work closely with Support, Operations, Product, Engineering, Commercial, and partner teams to identify opportunities, prioritize improvements, and launch scalable tools and workflows.
Key responsibilities include:
• Gather insights from Support, partners, regional teams, and business stakeholders to identify needs, prioritize opportunities, and shape new programs, processes, and product improvements.
• Build repeatable workflows for partner onboarding, financial inquiries, payments, 1099-related processes, account administration, and other sales-adjacent operational needs.
• Lead testing, UAT, experimentation, training, communications, compliance tracking, and feedback collection for new products, features, policies, and Support capabilities.
• Define intake paths, responsibilities, service expectations, controls, escalation paths, and handoffs for work spanning Support, Commercial, Finance, Legal, Product, and Operations.
• Manage multiple complex initiatives, maintaining clear milestones, risks, dependencies, decisions, and ownership through launch and steady-state operations.
• Build reporting across volume, service levels, resolution, quality, partner experience, utilization, efficiency, and cost. Translate trends into clear actions and business recommendations.
• Create and maintain SOPs, playbooks, business requirements, training materials, knowledge resources, dashboards, and executive operating reviews.
• Represent frontline needs in product and business decisions, identify recurring friction, and partner with relevant teams to address root causes.
• Identify bottlenecks and manual work, then implement practical process, tooling, AI, and automation improvements that increase quality and efficiency.
The ideal candidate combines strong business and technical judgment with exceptional program management, communication, and operational discipline. You are comfortable working in a fast-moving environment, navigating ambiguity, building trusted partnerships, and driving measurable improvements across multiple teams and regions.
**Requirements:**
Required:
• 7+ years of experience in Support Operations, Partner Operations, Program Management, Product Operations, Business Operations, Strategy and Operations, or a related field.
• Demonstrated experience building and scaling cross-functional business processes from concept through ongoing operation.
• Strong business and technical judgment, with the ability to create structure and make progress in ambiguous environments.
• Experience influencing technical, operational, commercial, and financial stakeholders without direct authority.
• Strong analytical skills and experience using data to evaluate performance, identify trends, and guide decisions.
• Excellent written and verbal communication skills, including executive updates, operating reviews, and operational documentation.
• Strong attention to detail, ownership, and the ability to manage multiple priorities in a fast-moving environment.
• Bachelor's degree or equivalent practical experience.
Preferred:
• 5+ years of experience in Support Operations, Partner Operations, Product Operations, or a similar function.
• Experience supporting merchants, independent contractors, enterprise customers, healthcare providers, retailers, or other business partners.
• Experience with partner onboarding, payments, financial issue resolution, tax-document workflows, account administration, or sales operations.
• Experience with product-development cycles, UAT, experimentation, change management, and operational readiness.
• Practical AI fluency, including the ability to automate workflows without dedicated Engineering support.
• Experience independently managing four to five complex, multi-quarter initiatives across multiple teams or regions.
• Experience structuring QBRs and strategy narratives for Director-level and executive stakeholders.
• Experience using SQL, Snowflake, business intelligence tools, support platforms, CRM systems, Jira, or Confluence.
• Familiarity with logistics, marketplaces, delivery operations, healthcare, retail, aviation, or another operationally complex environment.
• MBA or another relevant advanced degree.
