Support Operations & Partner Experience Program Lead

Zipline; San Francisco (CA); Sur place; USD 140 000 - 210 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Program management

Cross-functional collaboration

Data analysis

SQL

Snowflake

BI tools

Stakeholder management

Communication

Executive updates

Operational discipline

Formation

MBA or advanced degree

Outils

Jira

Confluence

CRM systems

Description du poste

• 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 regionsDemonstrated experience building and scaling cross-functional business processes from concept through ongoing operationStrong analytical skills and experience using data to evaluate performance, identify trends, and guide decisionsExcellent written and verbal communication skills, including executive updates, operating reviews, and operational documentationExperience influencing technical, operational, commercial, and financial stakeholders without direct authority7+ years of experience in Support Operations, Partner Operations, Program Management, Product Operations, Business Operations, Strategy and Operations, or a related fieldStrong business and technical judgment, with the ability to create structure and make progress in ambiguous environmentsBachelor’s degree or equivalent practical experienceStrong attention to detail, ownership, and the ability to manage multiple priorities in a fast-moving environment5+ years of experience in Support Operations, Partner Operations, Product Operations, or a similar functionExperience supporting merchants, independent contractors, enterprise customers, healthcare providers, retailers, or other business partnersExperience with partner onboarding, payments, financial issue resolution, tax-document workflows, account administration, or sales operationsPractical AI fluency, including the ability to automate workflows without dedicated Engineering supportExperience with product-development cycles, UAT, experimentation, change management, and operational readinessExperience independently managing four to five complex, multi-quarter initiatives across multiple teams or regionsExperience structuring QBRs and strategy narratives for Director-level and executive stakeholdersExperience using SQL, Snowflake, business intelligence tools, support platforms, CRM systems, Jira, or ConfluenceFamiliarity with logistics, marketplaces, delivery operations, healthcare, retail, aviation, or another operationally complex environmentMBA or another relevant advanced degree