Customer Operations Lead

About Zipline 

Do you want to change the world? Zipline is on a mission to transform the way goods move. Our aim is to solve the world’s most urgent and complex access challenges by building, manufacturing, and operating the first instant delivery and logistics system that serves all humans equally, wherever they are. From powering Rwanda’s national blood delivery network and Ghana’s COVID-19 vaccine distribution to providing on-demand home delivery for Walmart, to enabling healthcare providers to bring care directly to U.S. homes, we are transforming the way things move for businesses, governments, and consumers. The technology is complex, but the idea is simple: a teleportation service that delivers what you need when you need it. Through our technology which includes robotics and autonomy, we are decarbonizing delivery, decreasing road congestion, and reducing fossil fuel consumption and air pollution, while providing equitable access to billions of people and building a more resilient global supply chain.

About You and The Role  

Are you a natural communicator who can harness the power of storytelling to convey the impact of project activities and build positive, long-lasting partnerships across various stakeholder groups? Are you someone who can rally large teams to coordinate and accomplish complex goals? On the Customer Success Operations team, our customers and stakeholders will count on you every day, and your mission will be to expand our partnerships and ultimately drive greater impact.

At Zipline, we believe access to medical care should not be limited by your location. We’re leading a logistics revolution, using autonomous aircraft to deliver lifesaving medical supplies across three continents, 7 days a week. Are you ready to support a team and system that 200 million people will rely on for their lives?

What You'll Do

Local Community Engagement around new and existing distribution centers:

• Develop and implement a nest or country-based customer engagement strategy that is aligned with the nest or country’s programs and goals.
• Build and maintain strong relationships with local community stakeholders such as municipal council members and tribal leaders.
• Maintain ongoing relationships with local military and law enforcement to enable ongoing flight operations and nest access.
• Execute and host blood drives to ensure fulfillment of recurring blood demand
• Execution of relevant community-based customer events that positively impact service utilization. 
• Lead the community entry strategy during the launch of new  Distribution Centers

Health Facility Bring-Up

• Develop and onboard new delivery drop-off locations through consideration of ideal topographical locations and site demographics. This includes the justification for the need for new delivery sites.
• Train, mentor, and generally support health care workers at Zipline delivery sites in the use of Zipline services
• Proactive outreach to health facilities and communities where we operate to grow service utilization. 
• Onboard new health facilities and health facilities workers

Drive Operational Efficiencies that impact our local communities

• Collate and analyze community and health-based customer insights that feed into operations strategy.

What You'll Bring 

• 2 years Plus Work experience within the health sector and stakeholder engagements with a proven track record.
• You have significant prior experience working with hospitals, pharmacies, or medical supply chain - Operations management, with a good understanding of operational KPIs and data management.
• You have significant prior experience in the field, working with local communities to both understand their needs and drive the utilization of new programs 
• You can communicate effectively (verbally and in writing) and are comfortable speaking in front of large groups
• You have experience building strong, high-trust relationships with internal teams and external stakeholders
• You are detail-oriented and have experience organizing successful in-person events for large groups
• You have the grit, resourcefulness, and resilience to thrive in novel, uncertain, and constantly changing business and regulatory environments
• You believe deeply that access matters, and that we can and will provide access to essential medical supplies for every person on the planet 
• You can communicate proficiently in English and a local dialect within Cross River State.

WHAT ELSE YOU NEED TO KNOW   

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!

Please Note

We have received reports stating that certain individuals are reaching out to people under false pretenses, claiming to be Zipline employees, affiliates, agents, or representatives. They may seek to gain access to your personal information or to acquire money from you by offering fictitious employment opportunities or by claiming that they are contacting you on Zipline’s behalf. Genuine Zipline employees or representatives will never ask you for money or payment in exchange for employment opportunities or other related services. Any such offer of employment or any other service in exchange for fees that claims to be from us is deceitful and part of a fraud. If you believe you have been targeted by a fraudulent party, we ask that you immediately get in touch with us via email at [email protected] upon receiving a suspicious offer or claim.