Head of Service Delivery

About Zipline

Zipline is the world’s largest and most experienced drone delivery service. We are on a mission to serve all humans equally by ensuring access to food, medicine and essential goods anytime, anywhere. We design, build, and operate the world’s largest autonomous logistics system, delivering critical supplies quickly and reliably. Today, Zipline operates on four continents, makes a delivery somewhere in the world every 30 seconds, and has completed millions of deliveries to date, including blood, vaccines, medical supplies, food, and retail products. 

Our customers include the world’s largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide delivery from point A to point B as fast as possible. The drone is only 15% of what we’ve built to enable seamless, reliable, global operations.

Our system strengthens supply chains, reduces congestion, and gives people time back. With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe.

We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth. Our team is motivated by building systems that have a direct, meaningful impact on people’s lives and by scaling the future of logistics. We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds.

About You and The Role  

Zipline operates a growing network of distribution sites across Rwanda, Ghana, Nigeria and Côte d’Ivoire, and that network is about to expand quickly. As Head of Service Delivery, Africa, you will make sure every site is ready to operate from the day it is handed over and keeps performing after that. You will set one written operating standard, train people to it, certify every site against it and hold teams accountable to clear metrics, at a sustainable cost per delivery.
 
Country Directors run their sites day to day. You will own how the work is done, and partner with them to bring every site up to the same standard. You will lead our in-country operations excellence and compliance teams, set the bar for operator competence, and be Engineering’s main operations counterpart. You will report to the Head of Operations, Africa, and work alongside the Heads of Deployments and Logistics as one regional leadership team.
 
What You'll Do  

• Write and own the operating standards library for our African network, consolidating what exists today into one clear standard. Practices vary from site to site today, so much of your first year will go into writing these standards and embedding them in every site.
• Certify every site at go-live and every quarter after that, and publish the results.
• Lead a Country Operations & Product Lead in each major market, who reports to you and works hand in hand with their Country Director.
• Define the competency standard for Site Leads and Shift Team Leads and, with our People team, build the pipeline that produces around 20 new certified Site Leads for our launch programme.
• Publish a capacity envelope for each site, based on flight operations constraints and real site data.
• Define the operating metrics every site is measured on, agree targets with each Country Director, and hold site teams accountable for meeting them.
• Own the network’s operating data, including monthly site reporting and cross-site comparisons, and follow up until the gaps are closed.
• Act as Engineering’s primary operations partner: first response on field issues, standardisation, and a ranked list of product requests from the field.
• Build strong working relationships with every Country Director. They run operations in their countries, and you will support them with the standards, data and coaching to raise performance.

What Success Looks Like

• A rising share of sites certified at standard, with high certification pass rates.
• Findings closed quickly, and the same finding rarely appears twice.
• Capacity envelopes that accurately predict what each site can deliver.
• New Site Leads reach full competency quickly and are ready for each launch.
• Every site reports against the same metrics, and performance gaps between sites narrow month on month.

What You'll Bring 

• 12+ years running distributed physical operations to a written standard, for example airline ground operations, multi-site logistics networks, industrial or franchise operations, or healthcare networks.
• You have built a standards and certification system from scratch, not just inherited one.
• Experience leading through country or regional leads with dotted-line authority, and a reputation as an outstanding cross-functional partner.
• A track record of building operator talent pipelines at scale.
• Strong data instincts: you set clear metrics, use operating data to spot variance, and hold teams accountable.
• Strong programme and project management instincts: you drive workstreams end to end across teams you don't directly lead.

What Else You Need to Know   

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Zipline ’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.