Program Lead, Support Ops & Partner Experience

Zipline; San Francisco (CA); On-site; USD 140,000 - 210,000; Full time

Job summary

Zipline's Support Operations team is hiring a Program Lead, Support Operations & Partner Experience to drive cross-functional programs improving the support experience for customers and partners. You will partner with Support, Operations, Product, Engineering, Commercial, and partners to identify opportunities and launch scalable tools and workflows.

You will own intake, escalation, and end-to-end operations, lead testing and rollout, and translate data trends into actionable improvements across

Qualifications

• 7+ years in Support Operations or related fields.
• Experience scaling cross-functional processes at scale.
• Ability to use data to drive decisions and improve performance.
• Experience with partner onboarding, payments, tax workflows, or sales ops.
• MBA or equivalent advanced degree.

Responsibilities

• Lead cross-functional programs to improve support and partner experiences.
• Define intake paths, ownership, and escalation for multi-team initiatives.
• Manage multiple complex initiatives across regions with milestones.
• Build scalable SOPs, dashboards, and executive reviews.

Skills

Program management

Cross-functional collaboration

Data analysis

SQL

Snowflake

BI tools

Stakeholder management

Communication

Executive updates

Operational discipline

Education

MBA or advanced degree

Tools

Jira

Confluence

CRM systems

Job description

Zipline's Support Operations team is hiring a Program Lead, Support Operations & Partner Experience to drive cross-functional programs improving the support experience for customers and partners. You will partner with Support, Operations, Product, Engineering, Commercial, and partners to identify opportunities and launch scalable tools and workflows.

You will own intake, escalation, and end-to-end operations, lead testing and rollout, and translate data trends into actionable improvements across