Operations Governance & Quality Manager

What You'll Bring

• 6+ years of experience in operations governance, quality, service assurance, or similar roles.
  
• Strong experience defining SOPs, policies, and operational standards.
  
• Proven experience designing and implementing quality assurance and audit frameworks.
  
• High attention to detail and strong organizational skills.
  
• Strong analytical mindset and ability to work with performance data.
  
• Experience working in multi-country or complex operational environments.
  
• Ability to influence and enforce standards across teams without direct authority.
  
• Strong communication and stakeholder management skills.
  
• Pragmatic, structured, and highly accountable, with a focus on consistency and execution.
  
• Mission-driven, adaptable, and energized by solving complex operational challenges.
  
• Certifications in Lean Six Sigma, Operational Excellence, or ISO standards are a plus.
  

Governance & Operating Model Standards

• Establish governance frameworks that ensure consistent execution of operations at scale, enabling rapid onboarding of new locations without compromising quality or consistency.
  
• Define, document, and maintain SOPs, policies, and operational standards across countries and Zipline distribution centers.
  
• Manage change control processes for updates to workflows, systems, and standards.
  
• Build and continuously refine a scalable governance playbook to support repeatable, high-quality launches across new markets.
  

Quality Assurance & Compliance

• Design and implement standardized quality assurance programs, including audits, scorecards, and performance checks.
  
• Design and deploy tools, metrics, and reporting mechanisms that empower local teams to own adherence to operational and quality standards across the network.
  
• Identify gaps in adherence and partner with Process Improvement and local teams to drive corrective actions.
  
• Monitor and track resolution of audit findings and recurring issues.
  

Adoption, Training & Capability Enablement

• Ensure new processes and improvements are clearly documented and embedded into SOPs.
  
• Define and maintain role expectations, skill requirements, and training frameworks across operations, partnering with the Academy to keep certifications current and aligned with evolving standards.
  
• Partner with the Academy to continuously develop and improve training content, ensuring alignment with operational standards and real-world execution needs.