Commercial Implementation Manager

Zipline•South San Francisco, CA

17d•$140,000 - $180,000

About The Position

Zipline is seeking a Commercial Implementation Manager to turn commercial requirements, new products, and operational learnings into scalable, reliable partner experiences. The role owns cross-functional programs across the partner lifecycle, including launch readiness, new capability rollouts, live-operation performance, partner communications, and continuous improvement. A major initial focus is building systems to understand and improve partner operational performance and to communicate effectively with partners about their operations and Zipline products. The manager will investigate dashboards, orders, field and partner feedback, and customer support signals; identify and clarify recurring issues; coordinate action across teams; and verify whether solutions improve performance. This hands-on program management role combines implementation planning, operational analysis, cross-functional collaboration, and partner-facing communication. The role works closely with Product, Engineering, Analytics, Field Operations, Partner Support, Partnerships, and other Commercial teams. Success includes making implementations more predictable, measurable, repeatable, and scalable, while improving field signals to Product and Engineering and giving partners a clearer understanding of performance, changes, and expectations.

Requirements

At least 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 ambiguous problems.
Track record of owning cross-functional programs from problem discovery through implementation and measurable improvement.
Strong project and program management skills, including requirements gathering, planning, dependency and risk management, action follow-up, stakeholder alignment, and executive communication.
Comfort working with data, dashboards, and detailed operational investigations, and judgment to distinguish anecdotes from systemic issues.
Excellent communication skills, including translating complex product, technical, or operational information into working-team plans, leadership updates, and partner-facing narratives.
Ability to create clarity and accountability across teams not directly managed.
Hands-on approach, with willingness to investigate details and turn findings into repeatable systems.
Ability to work across strategy and execution, defining programs and building the mechanisms to deliver them.

Nice To Haves

Experience working with external partners in retail, restaurants, marketplaces, logistics, or another operationally complex environment.

Responsibilities

Lead cross-functional commercial implementation programs from planning and readiness through rollout, stabilization, and continuous improvement.
Define scalable implementation processes, milestones, ownership, dependencies, tools, and success criteria.
Develop a partner communications strategy, including what to communicate, when, by whom, and through which channels.
Create operating rhythms for reviewing partner and site health, identifying performance trends, tracking issues, and following through on actions.
Use dashboards, order-level investigations, field input, partner feedback, and customer support signals to identify emerging operational problems and distinguish isolated incidents from systemic issues.
Coordinate teams to identify root causes, assign ownership, manage actions and risks, and verify that fixes improve performance.
Prioritize a continuous improvement backlog based on customer and partner impact, frequency, severity, and operational cost; translate recurring issues into product improvements, playbooks, training, processes, tools, or partner coaching.
Work with Product and other teams to launch new products and capabilities with partners, including readiness, communications, training, adoption, and post-launch follow-up.
Develop implementation playbooks and tools, including templates, checklists, workflows, documentation, and communications resources.
Coordinate across Product, Engineering, Analytics, Field Operations, Partner Support, Partnerships, and Commercial teams to translate field signals and commercial requirements into priorities and execution.
Measure post-implementation outcomes, identify gaps between intended and actual partner experiences, and apply learnings to future implementations.