Program Lead, Support Operations & Partner Experience
Core
Lead cross-functional programs to improve support experiences, partner onboarding, and operational workflows for Zipline's autonomous drone delivery system.
Role type
Senior Program Lead, Support Operations & Partner Experience
Builds
Scalable support tools, partner onboarding workflows, financial processes, and operational dashboards for global logistics partners.
Domain
Autonomous logistics / Drone delivery / Healthcare supply chain
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Program management, cross-functional stakeholder influence, process scaling, data-driven decision making, operational planning, automation strategy, executive communication, SQL, business intelligence tools
Preferred skills
Partner operations experience, product development lifecycle management, change management, AI fluency for workflow automation, SQL/Snowflake expertise, logistics/aviation domain knowledge
Technologies
SQL, Snowflake, Jira, Confluence, BI tools, CRM systems
Responsibilities
Define intake paths and escalation protocols for support and partner operations; Build repeatable workflows for partner onboarding and financial processes; Lead UAT and launch execution for new support capabilities; Create SOPs, playbooks, and executive operating reviews; Analyze performance data to identify bottlenecks and drive automation; Represent frontline needs in product and business decisions.
Seniority
Senior, hands-on IC with strategic scope