Head of Service Delivery, Africa

The role

You will ensure all African distribution sites are ready to operate and maintain performance standards. You will write operating standards, certify sites, and lead in-country operations excellence and compliance teams.

What you will do

• Write and own the operating standards library for the African network.
• Certify every site at go-live and every quarter after that.
• Lead a Country Operations & Product Lead in each major market.
• Define the competency standard for Site Leads and Shift Team Leads.
• Build the pipeline for new certified Site Leads.
• Publish a capacity envelope for each site.
• Define and agree on operating metrics with Country Directors.
• Own the network's operating data and monthly site reporting.
• Act as Engineering's primary operations partner for field issues and product requests.
• Build working relationships with Country Directors to support performance.

Required qualifications

• 12+ years running distributed physical operations to a written standard, such as airline ground operations, multi-site logistics networks, industrial or franchise operations, or healthcare networks.
• Experience building a standards and certification system from scratch.
• Experience leading through country or regional leads with dotted-line authority.
• Track record of building operator talent pipelines at scale.
• Strong data instincts to set metrics and use operating data.
• Strong programme and project management instincts to drive workstreams across teams.

About the company

Zipline is the world's largest and most experienced drone delivery service. They operate an autonomous logistics system to deliver food, medicine, and essential goods.