Program Lead, Support Operations & Partner Experience

Zipline • South San Francisco, CA

11d

About The Position

Zipline's Support team helps deliver a reliable, responsive experience for customers, merchants, partners, and internal operations teams. As Zipline scales its autonomous delivery service across marketplaces, retail, healthcare, and enterprise partnerships, Support plays a critical role in identifying issues, improving service quality, and turning operational insights into better products and processes.
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.
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

• 7+ years of experience in support operations, customer operations, program management, product operations, partner operations, business operations, or a related field.
• Demonstrated experience leading complex, cross-functional programs from planning through launch and ongoing optimization.
• Strong stakeholder-management skills across global, regional, technical, operational, and commercial teams.
• Excellent written and verbal communication skills, including the ability to create clear executive narratives and operational documentation.
• Strong analytical and problem-solving skills, with experience using data to identify trends, diagnose problems, and measure outcomes.
• High attention to detail, accountability, and comfort managing multiple priorities in a fast-moving environment.
• Ability to operate effectively in ambiguity and influence teams without direct authority.

Nice To Haves

• Bachelor’s degree in Business, Engineering, Operations, or a related field; MBA preferred.
• 5+ years of experience in Support Operations, Customer Experience, Product Operations, Partner Operations, or a similar function.
• Experience scaling support programs, workflows, or tools across multiple regions, customer segments, or operating environments.
• Experience with UAT, experimentation, process design, change management, and operational readiness.
• Practical AI fluency, including the ability to design and automate workflows using AI tools without requiring dedicated Engineering support.
• Experience working with support platforms, CRM systems, knowledge-management tools, Jira, Confluence, Snowflake, or comparable systems.
• Ability to independently structure QBRs, operating reviews, and strategy narratives for Director+ stakeholders.
• Experience concurrently managing 4–5 high-complexity, multi-quarter initiatives while consistently meeting critical milestones.
• Experience building and maintaining automated dashboards and reporting for Support and operational leadership.
• Familiarity with logistics, marketplaces, delivery operations, healthcare operations, retail, or other high-reliability service environments.
• Experience partnering directly with merchants, enterprise customers, healthcare providers, or other business customers.

Responsibilities

• Support program planning: Partner with Support leaders, frontline teams, and regional stakeholders to identify recurring issues, gather feedback, and prioritize improvements to support tools, workflows, and customer experiences.
• Operationalize product and process rollouts: Coordinate the rollout of new support capabilities, policies, tools, and product features across Support and Operations. Lead planning across testing, UAT, experimentation, training, communications, compliance, and feedback collection.
• Drive partner and customer experience improvements: Work with Commercial, Product, Operations, and partner-site teams to improve how merchants, healthcare providers, retailers, enterprise customers, and end customers interact with Zipline Support.
• Track execution and delivery: Maintain clear project plans, milestones, risks, dependencies, and decision logs across multiple concurrent programs. Build dashboards and trackers that provide transparent visibility into progress and operational health.
• Analyze support and operational data: Develop recurring reporting and investigate trends across contact drivers, resolution rates, response times, escalations, delivery issues, partner experience, and customer satisfaction. Translate data into practical recommendations.
• Create and maintain documentation: Own SOPs, playbooks, escalation paths, launch plans, training materials, knowledge-base content, business requirements, and other resources required for consistent Support operations.
• Lead communication and alignment: Coordinate proactively with Support, Product, Engineering, Operations, Commercial, and leadership teams. Prepare executive updates, QBR materials, launch communications, and presentations for cross-functional audiences.
• Optimize Support processes: Identify bottlenecks, quality gaps, and opportunities to reduce manual work. Design and implement practical improvements that increase efficiency, consistency, and scalability.
• Enable product teams: Represent Support and customer needs in product planning and roadmap discussions. Partner with Product and Engineering to ensure new launches are supportable, measurable, and operationally ready.
• Build AI-enabled workflows: Identify opportunities to use AI and automation to improve case triage, knowledge management, reporting, quality assurance, and internal Support workflows.

Benefits

• Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.
• We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!
• Voluntary Self-Identification
• For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
• As set forth in Zipline ’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior