At a Glance
- Tasks: Manage day-to-day operations for top UK clients in the logistics sector.
- Company: Join Relay, a fast-growing logistics startup backed by major investors.
- Benefits: Generous equity, private health coverage, 25 days holiday, and extensive perks.
- Other info: Dynamic team culture with a focus on continuous improvement and collaboration.
- Why this job: Be part of a mission to revolutionise e-commerce and enhance client relationships.
- Qualifications: 5+ years in operations or account management within logistics or e-commerce.
The predicted salary is between 60000 - 80000 £ per year.
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. Our mission is to free commerce from friction, envisioning a world where more goods move freely, making the online shopping experience seamless and accessible to everyone.
The team consists of ~110 people, with more than half in engineering, product, and data, including 45+ advanced degrees across computer science, mathematics, and operations research. We capture, calculate, analyse, and predict thousands of data points for every parcel we handle, fostering an intellectually vibrant culture of first-principles thinking, tight feedback loops, and relentless experimentation.
We are hiring a Senior Operations Account Manager to own and strengthen the day-to-day operational relationships with our biggest UK clients, including Vinted and Gymshark. You will work closely with our Strategic Account Managers to ensure high-volume accounts run smoothly, issues are resolved quickly, and clients feel consistently supported. While the Strategic Account Manager leads on profitable growth initiatives, you’ll act as the operational backbone of the account to ensure profitable operational performance.
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 prefer being close to the detail, 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, maintaining credibility, structure, and constructiveness under pressure.
- You are process-minded, looking for root causes and improving workflows when issues arise.
- You build trust through consistency and clarity, ensuring clients feel heard even when delivering difficult messages.
- You are an excellent communicator, adept at switching 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, with the ability to triage and communicate clearly.
- A sharp eye for detail, paired with a practical bias for action.
- Strong cross-functional coordination skills, effectively working across commercial, operations, finance, and customer-facing teams.
- A structured communication style for 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.
- 25 days of holidays and enhanced parental leave.
- Located in Shoreditch, our office set-up enables impactful in-person interactions, working 4 days on-site and 1 day remote.
- Hardware of your choice and 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: Define problems clearly and measure impact meticulously.
- Play to Win: Chase bold bets, tackle hard challenges, and view constraints as fuel, not friction.
- 1% Better Every Day: Believe that small, consistent improvements lead to exponential growth.
- All In, All the Time: Show up, take ownership, and deliver when it counts.
- People-Powered Greatness: Invest in teammates, give and receive feedback with care, and build trust through high standards.
- Grow the Whole Pie: Seek win-win solutions for merchants, couriers, and customers, as their success leads to ours.
Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.
Senior Operations Account Manager employer: relaytech.co
Relay is an exceptional employer, offering a vibrant work culture that thrives on innovation and collaboration in the heart of Shoreditch. With generous equity options, comprehensive health benefits, and a strong focus on employee growth through hands-on problem-solving and cross-functional teamwork, Relay empowers its team to make a meaningful impact in the logistics industry. The unique office environment fosters in-person interactions, enhancing both professional relationships and operational efficiency, making it an ideal place for those looking to excel in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Operations Account Manager
✨Tip Number 1
Network like a pro! Reach out to people in the logistics and e-commerce sectors on LinkedIn. Join relevant groups, attend webinars, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to operations and account management. Think about your past experiences and how they relate to the role at Relay. We want to hear about your problem-solving skills and how you handle complex situations!
✨Tip Number 3
Showcase your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Relay values structured communication, so practice explaining your ideas in a concise manner that highlights your operational judgement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Relay team. Let’s get you on board!
We think you need these skills to ace Senior Operations Account Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Operations Account Manager. Highlight your experience in logistics and account management, and don’t forget to showcase those problem-solving skills that we value so much!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about logistics and how your background aligns with our mission at Relay. Be genuine and let your personality come through.
Showcase Your Communication Skills:Since this role involves a lot of client interaction, make sure to demonstrate your communication prowess in your application. Whether it’s through clear language in your CV or a structured cover letter, we want to see how you can convey complex ideas simply.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at relaytech.co
✨Know Your Clients
Before the interview, research Relay's key clients like Vinted and Gymshark. Understand their business models and how Relay supports them. This will show your genuine interest in the role and help you discuss how you can strengthen those operational relationships.
✨Demonstrate Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved complex operational issues. Highlight your ability to stay calm under pressure and how you’ve improved workflows to prevent future problems. This aligns perfectly with what Relay is looking for in a Senior Operations Account Manager.
✨Showcase Your Communication Style
Since the role requires excellent communication skills, practice articulating your thoughts clearly and concisely. Be ready to discuss how you’ve effectively communicated with both clients and internal teams in previous roles, especially during challenging situations.
✨Emphasise Your Process-Minded Approach
Relay values a structured approach to operations. Be prepared to discuss how you identify root causes of issues and implement long-term solutions. Share specific examples that demonstrate your attention to detail and your commitment to continuous improvement.
