Senior Operations Account Manager - Shenzhen

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, and a recently closed Series B ($95M), Relay is scaling faster than 99% 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.

The Team

Relay has around 160 people, with about half in engineering, product, and data. The team has 45+ advanced degrees across computer science, mathematics, and operations research. Relay captures, calculates, analyses, and predicts thousands of data points for every single parcel handled.

The Opportunity - Shenzhen Based

As a Mandarin-speaking Senior Operations Account Manager, you’ll take on some of the most complex accounts and set the standard for how Relay runs account operations as it scales. Your mission is to ensure operations are never the reason a client hesitates to grow.

Why This Role

• A team behind every client: small pods of three work together to win.
• A real say in profitability: margin is owned jointly by the pod.
• Scale that keeps moving: Relay plans to more than double daily volume by July 2027 and open one or two international markets.
• A career you can shape: the Account Management team is tripling, offering opportunities to go deeper or wider.

What You’ll Do

• Be the client’s go-to, running the day-to-day relationship in Mandarin and English.
• Own performance end to end, knowing every metric that matters to clients.
• Set the weekly rhythm, leading weekly business reviews.
• Make the forecast real, challenging and sharpening client forecasts.
• Protect the margin, spotting and fixing profitability issues.
• Fix things once, turning recurring issues into permanent fixes.

Who Will Thrive in This Role?

• You’re the person others call when a problem gets complicated.
• You’ve led operational improvements beyond a single account.
• You can run a fix across operations, quality, and finance.
• You’d rather deliver bad news early than let a client find it first.
• You spot a slipping account before it turns red and have a plan ready.
• You’d rather fix something once for everyone than twice for yourself.
• You love making other people better: coaching, spotting strengths, and helping others use them.
• You switch between Mandarin with clients and English with internal teams.

Must-haves

• Based in Shenzhen or willing to relocate.
• 6+ years in an operational, account management, or client-facing role in logistics, supply chain, cross-border e-commerce, or a related field.
• Fluent Mandarin Chinese and English, written and spoken.
• Comfort with data: challenging forecasts, reading performance dashboards, and sizing operational issues.
• Sound operational judgement and a bias for action.
• A clear, structured communication style.

Fast and Focused Hiring Process

1. Talent Acquisition Interview (45 min)
2. Hiring Manager Interview (60 min)
3. Case Study (90 min)
4. Culture & Team Fit Conversation (30 min)

Who Thrives at Relay?

• Aim with Precision
• Play to Win
• 1% Better Every Day
• All In, All the Time
• People-Powered Greatness
• Grow the Whole Pie