Hub Operations Lead

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 that 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.

 

Join Zipline and help us to make good on our promise to build an equitable and more resilient global supply chain for billions of people.

About You and The Role  

The Hub Operations Lead (HOL) is a local leadership role that oversees the entirety of a hub’s operations (flight, maintenance, fulfillment) with a focus on customer operations and community engagement. This position acts as the hub’s single point of contact within the broader organization and reports to the Chief Pilot. This non-regulated role will be responsible for facilitating timely and thoughtful local decision making across teams and helping our program’s evolution by monitoring operations in coordination with US operations leadership. Additionally, the HOL will work directly with cross-functional teams to drive local success and scalability.

Note: This description is based on current needs and known projects on the horizon. Duties and responsibilities are expected to evolve as additional staff are hired, operations evolve, and new goals emerge.

What You'll Do  

• Work directly with the Customer Success team to provide strategic updates to Zipline’s partners, and execute on operational plans to increase partner success.
• Build relationships with existing customers and acquire new customers by executing on ideas for outreach within the local community.
• Facilitate and oversee operations to ensure compliance with documented policies, procedures and waivers. Assists with OpSpec compliance and oversight where applicable.
• Act as local liaison between flight, maintenance, customer operations and other stakeholders to ensure appropriate and timely response to operational downtime, and other abnormalities.
• Ensure appropriate procedures are implemented and followed as we expand the number and type of products being delivered (e.g. HAZMAT, prescription medications, etc.).
• Ensure all personnel at assigned Hub are trained, qualified, scheduled, and adhere to all compliance requirements as applicable (e.g. duty limits), including ongoing evaluation of staffing levels.
• Share critical learnings and information with Zipline stakeholders. 
• Coordinate daily, and weekly operations and events at assigned Nest.
  This position also includes frequent engagement with the Head of Operations.
  
  Specific Duties & Responsibilities

• Acts as the primary point of contact between the hub and the rest of Zipline, external stakeholders and customers.
• Leads all customer operations activities, demonstrating a customer obsessed mindset throughout all aspects of the operation.
• Partners with Customer Success and Zipline’s customers to design operational workflows and plans that meet the customer’s needs
• Provides regular performance feedback for all nest personnel.
• Escalates downtime issues or similar business risks to appropriate responsible persons and works* to find feasible solutions quickly.
• Assists with scheduling and duty time oversight for applicable P135 roles.
• In coordination with relevant responsible personnel, helps facilitate the following decision making during abnormal events:
• Coordinates emergency response (fire, medical, utilities cut, etc.).
• Assigns Local Response Team (“LRT”) and manages post-Event response.
• Ensures all local record keeping requirements are maintained in accordance with all manuals and waivers.
• Completes scheduled Hazardous Materials and other operational audits.
• Identifies staffing needs and net reliability.

What You'll Bring 

• Must complete Customer Operations training
• Must complete initial Flight Operations training
• Must become qualified as a Visual Observer in US Operations
• Must be eligible to work in the US
• Must be willing to work nights/weekends. 
• Experience in program or project management
• Experience working directly with customers in a support role (2-4 years preferred)
• Strong computer skills, including the ability to navigate complex spreadsheets.
• Strong written and verbal communication and presentation skills.
• Ability to lift up to 25 lbs
• Must be able to obtain a Part 107 Certificate.
• Must be willing to submit to random drug and alcohol testing.

What Else You Need to Know