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About the Role

Zipline's Support team ensures a reliable and responsive experience for customers, merchants, partners, and internal operations teams. As the company scales its autonomous delivery service, the Support team plays a critical role in issue identification, service quality improvement, and translating operational insights into better products and processes. The Program Lead, Support Operations & Partner Experience will lead cross-functional programs to enhance the support experience for Zipline customers and partner sites, collaborating with various teams to identify opportunities, prioritize improvements, and launch scalable solutions.

Responsibilities

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.
Coordinate the rollout of new support capabilities, policies, tools, and product features across Support and Operations, leading planning across testing, UAT, experimentation, training, communications, compliance, and feedback collection.
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.
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.
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.
Own SOPs, playbooks, escalation paths, launch plans, training materials, knowledge-base content, business requirements, and other resources required for consistent Support operations.
Coordinate proactively with Support, Product, Engineering, Operations, Commercial, and leadership teams.
Prepare executive updates, QBR materials, launch communications, and presentations for cross-functional audiences.
Identify bottlenecks, quality gaps, and opportunities to reduce manual work.
Design and implement practical improvements that increase efficiency, consistency, and scalability.
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.
Identify opportunities to use AI and automation to improve case triage, knowledge management, reporting, quality assurance, and internal Support workflows.

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.
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.

Skills

Program Management
Stakeholder Management
Communication
Analytical Skills
Problem-Solving
Attention to Detail
Accountability
Process Design
Change Management
AI Fluency
Data Analysis
Reporting
UAT
Experimentation
Jira
Confluence
Snowflake

Experience Level

7+ years of experience in support operations, customer operations, program management, product operations, partner operations, business operations, or a related field.
5+ years of experience in Support Operations, Customer Experience, Product Operations, Partner Operations, or a similar function.

Education Level

Bachelor’s degree in Business, Engineering, Operations, or a related field; MBA preferred.

About the Company

Zipline is the world’s largest and most experienced drone delivery service, on a mission to serve all humans equally by ensuring access to food, medicine and essential goods anytime, anywhere.
We design, build, and operate the world’s largest autonomous logistics system, delivering critical supplies quickly and reliably.
Zipline operates on four continents, makes a delivery somewhere in the world every 30 seconds, and has completed millions of deliveries to date.
Our customers include the world’s largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses.
Our system strengthens supply chains, reduces congestion, and gives people time back.
With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe.
We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth.
Our team is motivated by building systems that have a direct, meaningful impact on people’s lives and by scaling the future of logistics.
We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds.

Equal Opportunity

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.
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.