About the Role
Zipline is transforming what is possible with on-demand autonomous delivery, operating the world's largest instant logistics network. We are seeking a visionary Head of Service Delivery to own, standardize, and scale our African network operations. In this executive leadership role, you will establish operational rigor across multiple countries, partner closely with Country Directors, and drive exceptional performance through data-driven standards.
Key Responsibilities- Write and own the comprehensive operating standards library for our African network, ensuring consistent practices across all sites.
- Certify every site at go-live and quarterly thereafter, publishing transparent results and closing operational gaps quickly.
- Lead Country Operations and Product Leads in major markets, working hand-in-hand with Country Directors.
- Define competency standards for Site Leads and Shift Team Leads, partnering with the People team to build robust talent pipelines for our launch programmes.
- Establish accurate capacity envelopes for each site based on flight operations constraints and real-world data.
- Define core operating metrics, agree on performance targets with Country Directors, and hold teams accountable.
- Serve as Engineering’s primary operations partner for field issue resolution, standardization, and product requests.
- 12+ years of experience running distributed physical operations to a written standard, such as airline ground operations, multi-site logistics, industrial networks, or healthcare supply chains.
- Proven track record of building and implementing standards and certification systems entirely from scratch.
- Experience leading through country or regional leads with strong cross-functional partnership skills.
- Demonstrated success in building operator talent pipelines at scale for fast-growing organizations.
- Exceptional data instincts with expertise in setting metrics, spotting variance, and enforcing accountability.
- Strong programme and project management capabilities to drive complex workstreams end-to-end.
- Competitive salary and comprehensive healthcare coverage.
- Opportunity to shape the future of autonomous logistics and drone delivery in Africa.
- Collaborative, fast-paced work environment with a mission-driven global team.
- Continuous professional development and leadership growth opportunities.