Operations and Strategy Manager

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. 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

About the Role:

We have 600+ pitstop partners across the UK, and that number is growing fast. Each one needs to be onboarded, kept performing, coordinated with our Middle Mile operation, and supported when things go wrong. This role is about changing that. You’ll own the systems side of our Pitstop operation: figuring out how things should work, designing the infrastructure to make them repeatable, and working with product and engineering to actually build it.

You can expect to:

• Take messy, manual Pitstop workflows and turn them into something that actually scales, documenting how they work, where they break, and what it takes to make them run without constant intervention.
• Set clear standards for what good pitstop performance looks like, build the measurement frameworks around those standards, and make sure the right people have visibility when we’re off track.
• Build value extraction loops that turn operational data into genuine improvements over time.
• Be the connective tissue between Pitstop operations and technical teams: writing specs, shaping roadmap priorities, and staying close to delivery until the thing is actually working.
• Own the performance of the systems you build, not just the design.
• Stay close enough to the operation to keep finding the next problem worth solving, and build the case for why it matters.

Example projects you’ll work on:

• Design and deploy an agent that monitors scan events in real time, identifies the loss scenario, attributes responsibility automatically, and triggers the right response.
• Design a scalable, instrumented go-live system where every step is documented, checked, and owned.
• Define what a high-performing pitstop looks like across every input metric, build the measurement infrastructure, and create the feedback loop.
• Define the gold standard for every support scenario, encode it into systems, and build the feedback loop that continuously improves resolution quality.

We are looking for candidates who have:

• 4–6 years in consulting, strategy, or product, ideally somewhere that was scaling fast.
• A natural instinct for systems thinking.
• Real comfort working with technical teams.
• Strong analytical skills and a habit of grounding your thinking in data.
• Good written communication.
• High standards and the willingness to push until the work actually meets them.

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.
• All In, All the Time: 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 and build trust through high standards and shared success.
• Grow the Whole Pie: You seek out win-win solutions for merchants, couriers, and our customers.

Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.