Relay
Senior Operations Account Manager
2mo ago
EuropeSenior
Manage and strengthen day-to-day operational relationships with major UK e-commerce clients.
Responsibilities
- Relay is hiring a Senior Operations Account Manager to own and strengthen the day-to-day operational relationships with our biggest UK clients, from Vinted to Gymshark and other leading e-commerce platforms and brands. Sitting within the Commercial team, you’ll work closely with our Strategic Account Managers to ensure high-volume accounts moving millions of parcels through the UK run smoothly, issues are resolved quickly, and clients feel consistently supported.
- While the Strategic Account Manager leads on profitable growth initiatives and long-term growth strategy, you’ll act as the operational backbone of the account to ensure profitable operational performance. That the operational performance does not stand in the way of growth — In a logistics environment where complexity and lots of moving parts are the norm, you’ll be the person who is able to build trust by being clear-headed and bring in solutions, maintain momentum on operational changes and improvement initiatives for clients, and is a natural problem solver.
- You take pride in being dependable, calm, and highly effective in complex operational environments.
- You thrive under pressure and love solving problems
- You like being close to the detail rather than managing from a distance — understanding what is happening on the ground, untangling issues quickly, and improving the system behind them.
- You are comfortable operating between demanding clients and busy internal teams, and you know how to stay credible, structured, and constructive under pressure.
- You are naturally process-minded: when something breaks, you do not just fix it once — you look for the root cause and improve the workflow so it does not keep happening.
- You build trust through consistency and clarity. Clients feel heard when they work with you, even when the message is difficult.
- You are an excellent communicator and can switch easily between external client conversations and internal coordination without losing nuance.
Requirements
- 5+ years of experience in an operational, account management, or client-facing role within logistics, supply chain, cross-border e-commerce, or related environments.
- Strong operational judgement and a high tolerance for ambiguity — you can triage, communicate clearly, and move issues forward when things do not go to plan.
- A sharp eye for detail, paired with a practical bias for action.
- Strong cross-functional coordination skills, with the ability to work effectively across commercial, operations, finance, and customer-facing teams.
- A structured communication style, whether in day-to-day updates, incident management, or formal escalations.
Conditions
- Generous equity, richer than 99% of European startups, with annual top-ups to share Relay’s success.
- Private health & dental coverage, so comprehensive you’d need to be a partner at a Magic Circle law firm to match it.
- 25 days of holidays.
- Enhanced parental leave.
- Located in Shoreditch, our office set-up enables the kind of in-person interactions that drive impact. We work 4 days on-site, with 1 day remote.
- Hardware of your choice.
- Extensive perks (gym subsidies, cycle-to-work, Friday office lunch, covered Uber home and dinner for late nights, and more).
How to apply
- Talent Acquisition Interview — 45 min
- Hiring Manager Interview — 60 min
- Case Study — 90 min
- Culture & Team Fit Conversation — 30 min
- Decision and offer within 48 hours; our process mirrors our pace of work.
Other
- Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M), led by deep-tech investors Plural (whose portfolio spans fusion energy and space exploration), Relay is scaling faster than 99.98% of venture-backed startups. We're assembling the most talent-dense team the logistics industry has ever seen
- Relay’s Mission is to free commerce from friction . Today, high delivery costs act as a hidden tax on e-commerce, quietly shaping what can be sold online and limiting who can participate. We envision a world where more goods move more freely between more people , making the online shopping experience seamless and accessible to everyone.
- THE TEAM • ~110 people , more than half in engineering, product and data • 45+ advanced degrees across computer science, mathematics and operations research • Thousands of data points captured, calculated, analysed and predicted for every single parcel we handle • An intellectually vibrant culture of first‑principles thinking , tight feedback loops and relentless experimentation
- Aim with Precision: You define problems clearly and measure your impact meticulously.
- Play to Win: You chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction.
- 1% Better Every Day : You believe that small, consistent improvements lead to exponential growth. You move quickly, deliver results, and learn from every experience.
- All In, All the Time : You show up and step up. You take ownership from start to finish and do what it takes to deliver when it counts.
- People-Powered Greatness : You invest in your teammates. You give and receive feedback with care and candour. You build trust through high standards and shared success.
- Grow the Whole Pie : You seek out win-win solutions for merchants, couriers, and our customers, because when they thrive, so do we. If these resonate, and you combine strong technical fundamentals with entrepreneurial drive, let’s connect.
- Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.