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 an Operations Account Manager to own and strengthen the day-to-day operational relationships with our Chinese clients and partners across e-commerce platforms, 3PLs, and brokers. 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 growth and long-term strategy, you’ll act as the operational backbone of the account - connecting clients with Relay’s internal teams, keeping execution on track, and making sure nothing falls through the cracks. In a logistics environment where problems are inevitable, you’ll be the person who preserves trust, maintains momentum, and keeps the operation moving.
Who Will Thrive in this role?
- You take pride in being dependable, calm, and highly effective in complex operational environments.
- 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 communicate fluently in both English and Chinese, 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.
- Fluency in both English and Chinese, written and spoken.
- 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 & Workplace
- Generous equity, richer than 99% of European startups, with annual top-ups to share Relay’s success.
Fast and Focused Hiring Process
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Talent Acquisition Interview - 30 min
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Hiring Manager Interview - 60 min
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Case Study - 90 min
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Culture & Team Fit Conversation - 30min
Who Thrives at Relay?
Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.
