Operations Excellence Manager at Zipline

About You And The Role

• The Operations Excellence Manager plays a critical role in enhancing the efficiency, quality, and safety of Zipline’s operations. In this role, you will build and scale the quality, safety, and operational governance systems that enable country teams to run high-performing, compliant operations with strong local ownership. You’ll evolve the tools, standards, documentation, and training that drive consistent performance across operational sites, strengthen audit and incident management processes, and lead continuous improvement initiatives across the network. This role requires strong systems thinking and a scalability mindset. Reporting to the Country Head of Product, you’ll work closely with Nest Leads, Compliance Officers, Zipline Academy, and Engineering and Regulatory teams to raise operational standards while empowering country teams to execute locally.

What You’ll Do

Quality & Safety Governance Systems

• Design, maintain, and evolve Zipline’s global quality, safety, and compliance systems, including playbooks, manuals, and tools, to ensure consistent, compliant, and high-performing operations.
• Partner with internal stakeholders to establish and maintain governance structures, documentation standards, and oversight tools that enable nests to own execution.
• Define and track country-level quality and safety objectives, KPIs, and performance metrics in collaboration with leadership, driving accountability and data-driven improvement.
• Develop and oversee audit frameworks and tools that enable nests to self-assess compliance, while leading or supporting regulatory, safety, and customer audits, incident investigations, and root cause analyses.
• Collaborate closely with nest compliance teams to ensure consistent execution of global and regional standards.

Continuous Improvement, Scalability & Documentation

• Partner with Country Heads of Product and Nest Leads to refine SOPs, technical documentation, and workflows for greater efficiency and scalability.
• Work with the Excellence & Insights team to design metrics, dashboards, and oversight tools that enable Zipline to monitor and improve quality at scale.
• Identify opportunities to automate, standardize, or streamline processes so that quality improves as the business grows, without requiring more manual oversight.

Training & Capability Enablement

• Partner with Zipline Academy to develop and deliver scalable training programs on safety, and quality compliance best practices that ensures ownership at the nest level.
• Drive adoption of new standards, processes, and tools through effective change management and coaching.
• Ensure knowledge transfer, documentation, and tools are designed for replicability across new sites and markets.

What You’ll Bring

• 4+ years of experience in operations excellence, quality, or safety systems within a regulated industry (aviation, logistics, healthcare, or manufacturing).
• Experience leading continuous improvement or operational excellence programs.
• Proven ability to design systems, tools, or processes that improve quality and safety.
• Strong project management, communication, and stakeholder engagement skills.
• Highly proactive in identifying potential risks or gaps before they escalate, and confident in flagging them to leadership with actionable solutions.
• Mission-driven, adaptable, and energized by solving complex operational challenges.
• Certifications in Lean Six Sigma, Operational Excellence, or ISO standards are a plus.