Nest Lead - Kisumu

Job summary

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.

Responsibilities

• Be the single point of accountability for cross-functional collaboration within your operations team.
• Lead, coach, inspire and drive a performance culture across a diverse team of facilities, fulfillment, flight and call center operations (where applicable), through clear goal setting and real-time feedback.
• Nurture leaders across the nest through structured training, coaching, and performance management.
• Support recruitment, onboarding, and training of new team members to maintain a high-performance, cross-functional team.
• Oversee shift planning, staff scheduling, and resource allocation to ensure adequate coverage across all functional areas.
• Proactively design and support strategies to retain high performers (recognition programs, growth plans)

Nest Operational Strategy & Execution

• Translate national strategy into a roadmap for nest operations, aligned with company goals around customer success, reliability, cost and scale.
• Lead multi-function operations in fulfillment, facilities, flight and call center (where applicable) operations, ensuring alignment with global best practices, quality standards, safety requirements and customer feedback.
• Forecast operational needs and build capacity (demand, people, systems, infrastructure, inventory) to meet demand growth and evolving customer requirements.
• Risk identification & contingency planning: Develop risk matrices for nest operations and implement mitigation strategies .
• Operational Performance & Optimization
• Monitor operational KPIs in real time, responding swiftly to deviations and bottlenecks.
• Own and continuously improve key nest metrics: leverage data to identify performance trends, surface inefficiencies, and implement corrective and preventative actions.
• Drive operational rigor and compliance through SOP adherence, standard work, and process control while adapting systems to local realities.
• Pilot and implement new systems, tools, or workflows that drive scalability at nests.
• Maintain high operational availability of the physical site and equipment by overseeing basic facilities management, including cleanliness, power systems, water supply, workspaces, and safety infrastructure.
• Implement strategies to optimize space utilization, reduce waste, and improve storage efficiency.
• Continuous improvement culture: Empower frontline teams to birth innovative ideas and improvement across nest systems, processes targeted towards customer satisfaction.

Financial ownership - COGs and OPEX

• Take ownership of nest-level Cost of Goods Sold (COGS) and Operating Expenses (OPEX).
• Make informed, data-backed decisions around spending in collaboration with procurement, facilities, and inventory management teams.
• Identify cost-saving opportunities across processes, procurement, utilities, and logistics while protecting operational performance.
• Lead cost control initiatives to contribute to a sustainable, healthy nest  P&L and global efficiency efforts.

Cross-functional Partnership & Change Leadership

• Collaborate closely with Customer Experience, Engineering, Product, Safety, and Quality teams to enable end-to-end operational efficiency.
• Play a key role in scaling new initiatives (e.g., new use cases, automation pilots, expansion projects) and driving operational readiness.
• Serve as a key contributor to country-wide business reviews and operational planning cycles.
• Change Management Execution: Train and coach teams through operational or technology changes with clear communication and performance tracking.

Partnership Coordination & Customer Success

• Develop & implement strategy for driving supply & demand generation and improving service utilization within your business unit's terrain.
• Build & manage strategic relationships with regional & district health authorities, community leaders, and media; coordinating campaigns and community events; and providing insights through stakeholder reporting to strengthen Zipline's brand and operational success.

What Success Looks Like

• The Nest operates with customer obsession, reliability, and autonomy, and proactive problem solving.
• Shift teams operate with clarity, consistency, and ownership.
• The entire team is empowered and accountable: operators take initiative, solve problems at the frontline, and contribute actively to continuous improvement.
• Resources are optimized for maximum output.

What You'll Bring 

• Proven operational leader with a track record of transforming complex, fast-paced businesses into high-performing, customer-obsessed operations. You thrive at the intersection of strategy and execution, bringing both vision and hands-on discipline to every challenge.
• Seasoned People Leader: You have led large, diverse teams through change, inspiring accountability and developing future leaders. Coaching, mentoring, and building talent pipelines are second nature to you.
• Operational Architect: You excel at designing and scaling multi-function operations; optimizing processes, systems, and resources to deliver exceptional reliability, cost efficiency, and growth.
• Data-Driven Strategist: You use analytics and real-time KPIs to guide decisions, spot trends early, and drive continuous improvement across complex operations.
• Change Champion: You are comfortable navigating ambiguity, implementing new technologies, and leading organizations through transformation with clear communication and measurable results.
• Stakeholder Connector: Skilled at navigating large forums, engaging with government partners, and leading on the operations floor, you build strategic trust and enable alignment across cross-functional teams and key external stakeholders.

What Else You Need to Know   

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state, federal or local law or our other policies.

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply

We have received reports stating that certain individuals are reaching out to people under false pretenses, claiming to be Zipline employees, affiliates, agents, or representatives. They may seek to gain access to your personal information or to acquire money from you by offering fictitious employment opportunities or by claiming that they are contacting you on Zipline's behalf.

Genuine Zipline employees or representatives will never ask you for money or payment in exchange for employment opportunities or other related services. Any such offer of employment or any other service in exchange for fees that claims to be from us is deceitful and part of a fraud.

If you believe you have been targeted by a fraudulent party, we ask that you immediately get in touch with us via email at upon receiving a suspicious offer or claim.

Job description