Description
Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M) 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. 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 consists of ~160 people, around half in engineering, product and data, with 45+ advanced degrees across computer science, mathematics and operations research. Thousands of data points are captured, calculated, analysed and predicted for every single parcel handled.
The Opportunity: Nobody has solved quality in delivery. The industry treats lost and undelivered parcels the way it treats weather: absorbed, apologised for, credited back. Retailers have learned to expect it. Carriers report on-time rates and go quiet on everything else, because when a parcel goes missing between a van and a sorting centre, nobody can say exactly where it happened or who should fix it.
This role is where those models meet the customer, and where insight becomes action. You'll own two pictures and the connection between them: internally, a single view of what the network is doing to improve quality and in what order; externally, the performance story each strategic account sees.
Responsibilities:
- Own delivery quality end to end for strategic accounts: know where performance is breaking, what we’re fixing, in what order, and what each intervention is worth.
- Work shoulder to shoulder with engineers, product designers, and data scientists, close enough to the modelling to understand what an output can and can’t support, and turn technical capability into decisions clients can act on.
- Partner hand in hand with Account Managers on client performance.
- Build a compelling performance story that starts with the client’s needs.
- Turn roadmaps into measurable impact.
- Set the standard for connecting what the network builds to the loss it reduces, and drive adoption across teams that don’t report to you.
- Build and lead a small team, raising the bar for how Relay manages client performance and growing the function as the remit expands.
- Report to the CEO, with a direct line to the exec team on how we’re performing for our biggest clients.
Requirements:
- You've owned an outcome that mattered for more than a year, not just made the recommendation, handed it over and moved on.
- You turn ambiguous problems into a clear agenda.
- You know how to work with account managers, engineers and data scientists.
- You get things done through teams that don't report to you.
- You're highly analytical and comfortable in the weeds.
- You can judge work in a craft you don't own.
- You're genuinely client-facing.
- You sequence complex work well.
- You think in portfolios, not accounts.
Compensation, Benefits & Workplace:
- Generous equity, richer than 99% of European startups, with annual top-ups.
- Private health & dental coverage.
- 25 days of holidays.
- Enhanced parental leave.
- Located in Shoreditch, with a 4-day onsite workweek.
- Hardware of your choice.
- Extensive perks.