The Program Operations Manager is responsible for the day-to-day operational delivery of customer and operator programs across a portfolio of customer sites. This role ensures smooth service launches, reliable site/program execution, and ongoing performance management of our Operator Partners and Drivers.
Working closely with the Director and Head of Program Operations, you will support operational excellence by monitoring key metrics, resolving issues, and ensuring Operator Partners deliver to Zeelo’s standards. This role is designed for someone eager to grow in Operations Management, with guidance and escalation support from senior leaders.
What you’ll do:
Own and deliver service performance and experience outcomes across a portfolio of sites, including on-time performance, incident management, and SLA adherence
Carry out regular performance reviews with customers and Operator Partners, identifying risks early and escalating for support where needed
Lead root cause analysis and drive corrective and preventative actions to closure, eliminating recurrence
Manage operator performance, compliance, drive service stabilization, and proactively identify operational optimization opportunities
Build credibility and trust with site managers through anticipation, proactive proposals, and predictable communication
Ensure data around the account and finances are accurate and up-to-date in HubSpot
Manage site- level KPIs through systems, automation and dashboards, allowing visibility into performance dips and quick action for solutions
Eliminate recurring issues through standardization and continuous improvement
Communicate with internal and external stakeholders through clear, predictable routines (daily, weekly, monthly)
Partner with the CSM to ensure operational facts and corrective actions feed the value narrative, and pulls them into escalations when needed
What you have:
Strong organizational skills with a proven structured, methodical approach
Problem-solving ability with examples of proactive issue resolution
Comfort traveling to client sites and interacting with customers and operators, tailoring messaging and value accordingly, establishing trusted relationships with key stakeholders
Ability to collaborate with a variety of internal stakeholders across commercial, care and service delivery teams, understanding their goals and knowing questions to ask to reach optimal solutions
Familiarity with CRMs (HubSpot), data visualization tools (Looker), and operational frameworks (Root Cause analysis, Corrective and Preventative actions)
Ability to balance multiple tasks in a fast-paced environment with changing priorities
Interest and curiosity for AI deployment at scale
Preferred Experience
Exposure to account management, ideally in tech enabled services (customer or partner performance management).
Background in mobility, logistics, or startup environments.
Salary Range: $115,000- $135,000
Why Zeelo:
Mission-driven work: Every commute we power helps reduce CO emissions and makes work more accessible especially in areas with limited public transport
Global exposure: Be part of a 120+ person team across the US, UK, and Spain
Supportive Benefits: We offer our employees 100% coverage for medical benefits, 401k matching, a learning stipend, and Lunch club Fridays!
Best-in-class tech: Our platform is redefining how organizations move their people