Customer Operations Lead Job at Zipline

Zipline - Do you want to change the world? Zipline uses drones to deliver critical and life-saving medicine to thousands of hospitals serving millions of people in multiple countries. Our mission is to provide every human on Earth with instant access to vital medical supplies. Join Zipline and help us make this a reality for billions of people.

We are recruiting to fill the position below:

Job Position: Customer Operations Lead

Job Location: Ogoja, Cross River

About You and The Role  

• Are you a natural communicator who can harness the power of storytelling to convey the impact of project activities and build positive, long-lasting partnerships across various stakeholder groups?
• Are you someone who can rally large teams to coordinate and accomplish complex goals? On the Customer Success Operations team, our customers and stakeholders will count on you every day, and your mission will be to expand our partnerships and ultimately drive greater impact.
• At Zipline, we believe access to medical care should not be limited by your location. We’re leading a logistics revolution, using autonomous aircraft to deliver lifesaving medical supplies across three continents, 7 days a week. Are you ready to support a team and system that 200 million people will rely on for their lives?

Responsibilities
Local Community Engagement around new and existing distribution centers:

• Develop and implement a nest or country-based customer engagement strategy that is aligned with the nest or country’s programs and goals.
• Build and maintain strong relationships with local community stakeholders such as municipal council members and tribal leaders.
• Maintain ongoing relationships with local military and law enforcement to enable ongoing flight operations and nest access.
• Execute and host blood drives to ensure fulfillment of recurring blood demand
• Execution of relevant community-based customer events that positively impact service utilization. 
• Lead the community entry strategy during the launch of new  Distribution Centers

Health Facility Bring-Up:

• Develop and onboard new delivery drop-off locations through consideration of ideal topographical locations and site demographics. This includes the justification for the need for new delivery sites.
• Train, mentor, and generally support health care workers at Zipline delivery sites in the use of Zipline services
• Proactive outreach to health facilities and communities where we operate to grow service utilization. 
• Onboard new health facilities and health facilities workers

Drive Operational Efficiencies that impact our local communities:

• Collate and analyze community and health-based customer insights that feed into operations strategy.

Requirements
What You'll Bring:

• 2 years Plus of Work experience within the health sector and stakeholder engagements with a proven track record.
• You have significant prior experience working with hospitals, pharmacies, or medical supply chain - Operations management, with a good understanding of operational KPIs and data management.
• You have significant prior experience in the field, working with local communities to both understand their needs and drive the utilization of new programs 
• You can communicate effectively (verbally and in writing) and are comfortable speaking in front of large groups
• You have experience building strong, high-trust relationships with internal teams and external stakeholders
• You are detail-oriented and have experience organizing successful in-person events for large groups
• You have the grit, resourcefulness, and resilience to thrive in novel, uncertain, and constantly changing business and regulatory environments
• You believe deeply that access matters, and that we can and will provide access to essential medical supplies for every person on the planet 
• You can communicate proficiently in English and a local dialect within Cross River State.