Head of Service Delivery

This is a fully remote position, open to applicants in Africa.

📋 Description

• Develop and manage the operating standards library for Zipline’s African network.

• Certify each site upon launch and conduct quarterly assessments, making results public.

• Oversee a Country Operations & Product Lead in every major market.

• Establish competency standards for Site Leads and Shift Team Leads.

• Create a pipeline aimed at producing around 20 new certified Site Leads for the launch program.

• Publish a capacity envelope for each site based on constraints from flight operations and actual site data.

• Define operational metrics, agree on targets with Country Directors, and ensure site teams are held accountable.

• Manage network operating data, including monthly reporting for sites and cross-site comparisons.

• Serve as Engineering’s main operations partner for field issues, standardization, and product requests.

• Cultivate relationships with Country Directors and enhance performance through standards, data, and coaching.

• Report directly to the Head of Operations, Africa, and collaborate with the Heads of Deployments and Logistics.

⛳️ Requirements

• Over 12 years of experience in managing distributed physical operations to a written standard, such as airline ground operations, multi-site logistics networks, industrial or franchise operations, or healthcare networks.

• Experience in developing a standards and certification system from the ground up.

• Proven ability to lead through country or regional leads with dotted-line authority.

• Established reputation as an exceptional cross-functional partner.

• Demonstrated success in building operator talent pipelines at scale.

• Strong analytical skills, including the ability to set clear metrics, utilize operational data to identify variances, and ensure team accountability.

• Solid program and project management skills, effectively driving workstreams across teams not directly led.

🏝️ Benefits

• Equal opportunity employer.

• Commitment to diversity and inclusion.

• Participation in a voluntary self-identification survey; involvement does not impact the hiring process.

• Confidential handling of any self-identification information.