Senior Program Lead, Support Ops & Partner Experience

Zipline; South San Francisco (CA); On-site; USD 160,000 - 210,000; Full time

Job summary

Zipline is seeking a Program Lead, Support Operations & Partner Experience to drive cross-functional programs that improve the support experience for customers and partner sites. You will collaborate with Support, Operations, Product, Engineering, Commercial, and partner teams to launch scalable tools and workflows.

The ideal candidate combines business and technical judgment with superb program management, communication, and operational discipline in a fast-moving environment.

Qualifications

• 7+ years of experience in Support Operations, Partner Operations, Program Management, Product Operations, Business Operations, Strategy and Operations, or related field.
• Experience building and scaling cross-functional processes from concept through ongoing operation.
• Strong business and technical judgment to create structure in ambiguity.
• Ability to influence stakeholders without direct authority.
• Strong analytical skills and data-driven decision making.
• Excellent written and verbal communication, including executive updates and operating reviews.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Plan and manage programs, prioritizing opportunities and shaping new processes and product improvements.
• Scale partner onboarding, payments, 1099 workflows, account administration, and other sales-adjacent operations.
• Lead launches with testing, UAT, training, and compliance tracking.
• Define end-to-end ownership, service levels, escalation paths, and responsibilities across teams.
• Drive multiple initiatives with milestones, risks, and dependencies through to launch and steady state.
• Build reporting on volume, SLAs, quality, and partner experience to guide actions.

Skills

Program management

Cross-functional collaboration

Analytical skills

Data-driven decisions

Communication

Education

Bachelor's degree

MBA (preferred)

Tools

SQL

Snowflake

Jira

Confluence

Job description

Zipline is seeking a Program Lead, Support Operations & Partner Experience to drive cross-functional programs that improve the support experience for customers and partner sites. You will collaborate with Support, Operations, Product, Engineering, Commercial, and partner teams to launch scalable tools and workflows.

The ideal candidate combines business and technical judgment with superb program management, communication, and operational discipline in a fast-moving environment.