How you'll help us achieve it

Our Agent Quality team plays a pivotal role in shaping and maintaining a compliant and efficient agent network. Collaborating closely with our agent management and compliance teams, we develop robust internal policies, procedures, and practices to ensure agent compliance. Our goal is to ensure that every aspect of our agent network — from training initiatives to branding strategies — adheres seamlessly to both Wave’s standards and regulatory requirements.
By joining our team, you'll have the opportunity to drive impactful change, ensuring that our network operates at the highest standards of quality and compliance in the industry.

In this role you’ll;

• Coordinate and lead the unit team to implement the strategy and achieve the planned objectives in agent quality management.
• Identify, plan, and coordinate monthly projects to improve processes and tools within the agent ops team.
• Coordinate policy reviews and process documentation, including key learnings, and help with knowledge transfer sessions with other affiliate country operations.
• Assist with ideas, special programs, project designs, and pilot implementations as may be determined by the business related to your unit.
• Help track agent quality through well-coordinated mystery shopping with your team.
• Manage a team of high-performing Mystery Shoppers, mentoring and coaching them to perform to the best of their ability. 
• Devise ways to unearth and track tricks and ways by which agents do not utilize Wave’s allocated funds for the intended purpose, and suggest improvements.
• Develop and formalize control procedures to ensure the quality of agents across the network.
• Work from first principles to understand the user's biggest problems, then figure out how processes and tools should work to solve them.
• Prioritize the biggest problems blocking the unit's performance and impact.
• Support the Head of Operations in identifying and mitigating risks across the network and for our customers.

Key details

• Location: You'll work from our office in Cote d’Ivoire and may travel to field locations.
• Work authorization in Côte d’Ivoire is required.
• This is a permanent position.
• Our salaries are competitive and calculated using a transparent formula.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Bachelor’s degree or above in IT, business administration, finance, criminology or other relevant disciplines.
• 3+ years of experience in operations.
• Experience in managing, coaching, and mentoring a high-performing team.
• Strong proficiency in data analysis and the capability to interpret complex datasets to identify trends, draw actionable insights, and support data-driven decision-making.
• Fluency in English and French.
• Willingness to travel up to 20% of the time to different regions within Cote d’Ivoire. 

You might be a good fit if you

• Have strong analytical skills and can assess complex data sets, identify patterns, and draw insightful conclusions.
• Are adept at proposing practical, effective solutions to mitigate identified risks and address emerging risk issues.
• Have a strong track record of collaborating and partnering with cross-functional teams.
• Are excellent at process documentation and effective at knowledge transfer.
• Think about culture and process from the users' perspective.
• Are an adaptable and creative thinker who is willing to iterate and fail quickly.
• Can communicate effectively and often, both in writing and in person, to the point of over-communication.
• Exhibit meticulous attention to detail in all analyses and processes, ensuring accuracy and thoroughness.
• Think from first principles (basic theoretical form) about how things should work.
• Have led a team whose role was to ensure the operational and quality conformity of a network.

About You and The Role

Zipline’s long-range autonomous drone system is already delivering millions of medical products across Africa, and as we scale, we’re establishing new distribution centers – the backbone of our operation. Each launch is a complex, multi-stakeholder effort requiring rigorous project management, cross-functional coordination, and hands-on leadership at the country level. We’re looking for a Deployments Project Manager to own local planning and execution of these rollouts. You’ll lead everything from site acquisition and permitting to construction, vendor management, and operational handover, coordinating across internal and external stakeholders to deliver sites that meet Zipline’s technical, safety, and performance standards. This is a highly visible role for a resourceful, technically savvy project manager who is eager to shape Zipline’s growing footprint and deliver lasting impact.

What You’ll Do

• Lead local deployment planning and execution for new distribution centers, owning the project end-to-end from site selection through operational launch.
• Work with real estate vendors and local authorities to identify and secure sites that meet Zipline’s technical and business criteria.
• Partner with Procurement and Engineering to identify, qualify, and select contractors and vendors through rigorous evaluation processes.
• Oversee site preparation and buildout, including workforce mobilization, civil works, hardware installation, and operational readiness, ensuring all timelines and quality benchmarks are met.
• Coordinate with Engineering, Supply Chain and Logistics to ensure timely delivery of materials and equipment to the site.
• Own and manage the project budget, tracking expenditures, anticipating risks, and ensuring efficient use of resources.
• Track KPIs and report progress weekly to country and Africa leadership, highlighting successes, risks, and mitigation strategies.
• Capture lessons learned and contribute process improvements to Zipline’s global deployment playbook to accelerate future rollouts.

What You’ll Bring

• A background in construction project management, civil works, engineering, or operations program management.
• At least 5 years of relevant experience leading complex, multi-stakeholder projects with significant technical and operational components.
• Demonstrated ability to plan and execute projects under tight timelines and budgets.
• Experience managing contractors, suppliers, and vendors, including technical evaluation and quality assurance.
• Proven track record of leading cross-functional teams and influencing stakeholders across different functions, levels, and geographies.
• Strong organizational and problem-solving skills.
• Excellent communication and stakeholder management skills, with the ability to report clearly and confidently to leadership.
• Grit, adaptability, and resilience to thrive in uncertain, constantly changing conditions
• Must be bilingual in English and French, with strong verbal and written communication skills in both languages.

This role will be based in-country with extensive on-site presence required throughout the deployment period. Must be eligible to work in-country and commit to travel and frequent field-based work.

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!