Manager, Program Operations

company

At Zeelo, we’re on a mission to revolutionize how frontline workers commute by delivering reliable, sustainable, and scalable transportation solutions. We partner with global leaders like Amazon, Barclays, and UPS, and we’re expanding after a successful Series B raise. If you’re passionate about building solutions, working in a scaling organization, and seeing the direct impact of your work—this is your seat on the bus.

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The Role

We are seeking a high-impact, empathetic, and structurally minded Manager, Program Operations to transform how we deliver service excellence to our operators.

Our operational teams possess deep domain expertise, consistently demonstrating world-class responsiveness when resolving complex, real-time transport disruptions. As our network expands, we are investing in dedicated operational systems to support this frontline strength. In this role, your focus will be on building proactive and repeatable service frameworks—translating everyday operational insights into automated safeguards, closed-loop feedback, and long-term network resilience.

What you’ll do:

- Bridge the gap between logistics and customer delight by ensuring teams are fundamentally experience-focused rather than just transport-focused.
- Own operational account management, stakeholder communication, and high-stakes service recovery.

- Cultivate talent and build long-term capability within your squad through clear feedback, regular 1-on-1s, and continuous development.
- Introduce robust routines, consistency, and structure across multiple operators and customer accounts.

- Ruthlessly challenge inefficient processes and systematically simplify operational complexity.
- Confidently leverage data and dashboards to identify bottlenecks, track SLAs, and measure performance metrics.
- Be hands on, owning your own portfolio of client accounts
- Partner with tech and product teams to integrate modern operational tooling, automation, and AI-assisted workflows to drive efficiency.

- Lead with calmness under pressure and high emotional intelligence, ensuring performance is driven through motivation and clarity

Who you are:

- Proven Operations Leader: Substantial experience managing physical or service operations at scale (e.g., logistics, ride-hailing, hospitality, on-demand services, or scaled customer support operations).
- Continuous Improvement Mindset: A track record of turning reactive environments into structured, proactive, and well-oiled machines.
- People Developer: A genuine passion for coaching, mentoring, and leveling up the capabilities of individual contributors.
- Tech and Tooling Curiosity: While you don’t need to be a software engineer, you should be excited about utilizing modern software, AI tools, data platforms, and automation to supercharge human workflows.
- Exceptional Communication: The ability to navigate complex stakeholder relationships and manage delicate service recovery situations with empathy and professionalism.
- Strategic Thinker: Ability to identify opportunities and articulate solutions across all levels from the c-suite to individual contributors.

Why Join Zeelo?

- Mission-driven work : Every commute we power helps reduce CO₂ emissions and makes work more accessible especially in areas with limited public transport
- Global exposure : Be part of a 100+ person team across the US, UK, and Spain
- Best-in-class tech : Our platform is redefining how organizations move their people
- Supportive Benefits: Pension, Life Assurance, Private Medical coverage, 26 days annual leave plus your birthday off and a £250 learning stipend. Social events throughout the year as well as lunch club Fridays!

Zeelo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.