Senior Operations Account Manager

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 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. 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. 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