Senior Operations Account Manager in London

Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M), Relay is scaling faster than 99.98% of venture-backed startups. 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

The Opportunity

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. 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.

Who Will Thrive in This Role?

• 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.

Must-Haves

• 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.

Compensation & Benefits

• 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).

Fast and Focused Hiring Process

• 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.

Who Thrives at Relay?

• 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.