Z
Zipline
Support Operations & Partner Experience Program Lead
Skills
SQL QueriesSnowflakeSales OpsAIJiraConfluenceCRMChange ManagementCompliance
5 days ago
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Important information
Contract type:
Permanent
Salary:
$160,000 – $210,000 / year
Location:
San Francisco, CA, USA
Work mode:
Onsite
Published on:
14 October 2026
What they need
- 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
- Program and operational planning: Gather insights from Support, partners, regional teams, and business stakeholders to identify needs, prioritize opportunities, and shape new programs, processes, and product improvements
- Scale partner business processes: Build repeatable workflows for partner onboarding, financial inquiries, payments, 1099-related processes, account administration, and other sales-adjacent operational needs
- Operationalize launches: Lead testing, UAT, experimentation, training, communications, compliance tracking, and feedback collection for new products, features, policies, and Support capabilities
- Create end-to-end ownership: Define intake paths, responsibilities, service expectations, controls, escalation paths, and handoffs for work spanning Support, Commercial, Finance, Legal, Product, and Operations
- Drive execution: Manage multiple complex initiatives, maintaining clear milestones, risks, dependencies, decisions, and ownership through launch and steady-state operations
- Use data to improve performance: Build reporting across volume, service levels, resolution, quality, partner experience, utilization, efficiency, and cost. Translate trends into clear actions and business recommendations
- Build scalable operating systems: Create and maintain SOPs, playbooks, business requirements, training materials, knowledge resources, dashboards, and executive operating reviews
- Improve customer and partner experiences: Represent frontline needs in product and business decisions, identify recurring friction, and partner with relevant teams to address root causes
- Optimize and automate: 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
- Demonstrated experience building and scaling cross-functional business processes from concept through ongoing operation
- 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
- Experience influencing technical, operational, commercial, and financial stakeholders without direct authority
- 7+ years of experience in Support Operations, Partner Operations, Program Management, Product Operations, Business Operations, Strategy and Operations, or a related field
- Strong business and technical judgment, with the ability to create structure and make progress in ambiguous environments
- Bachelor’s degree or equivalent practical experience
- Strong attention to detail, ownership, and the ability to manage multiple priorities in a fast-moving environment
- 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
- Practical AI fluency, including the ability to automate workflows without dedicated Engineering support
- Experience with product-development cycles, UAT, experimentation, change management, and operational readiness
- 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
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