Overview
Relay is fundamentally reshaping how goods move in an online era. Relay is scaling rapidly with a large engineering and data focus and is assembling the most talent-dense team the logistics industry has seen.
Relay’s mission is to free commerce from friction: reducing delivery costs and enabling more goods to move more freely between more people, making online shopping seamless and accessible to everyone.
About The Role
We have 600+ Pitstop partners across the UK, and that number is growing fast. Each partner needs onboarding, ongoing performance management, coordination with our Middle Mile operation, and support when issues occur. The current knowledge rests in people’s heads and manual processes, which do not scale. This role is about changing that: you will own the systems side of our Pitstop operation, design infrastructure to make processes repeatable, and collaborate with product and engineering to build them. You will not just analyze problems; you will fix them in a way that scales to 10x the current capacity.
We’re looking for someone who thinks in systems, writes with clarity, and can ship building-ready solutions. Prior experience in a fast-moving ops or strategy role is important; you should be comfortable working with engineers.
Responsibilities
- Take messy, manual Pitstop workflows and transform them into scalable processes, documenting how they work, where they break, and what it takes to run without constant intervention
- Set clear standards for Pitstop performance, build measurement frameworks, and ensure visibility when performance is off track
- Build value extraction loops that convert operational data into sustained improvements over time
- Serve as the connective tissue between Pitstop operations and technical teams: write specs, shape roadmap priorities, and stay close to delivery until systems are working
- Own the performance of the systems you build, not just the design; diagnose issues, fix root causes, and ensure improvements compound over time
- Stay close to the operation to identify the next problem worth solving and build a strong case for its importance
Example Projects You’ll Work On
- Loss attribution agent: design and deploy a real-time monitoring agent that identifies loss scenarios, attributes responsibility automatically, and triggers appropriate actions
- Pitstop launch system: create a scalable go-live system where every step is documented, checked, and owned to activate hundreds of pitstops weekly without incidents
- Pitstop performance gold standard: define high-performing pitstops across metrics, build measurement infrastructure, and create feedback loops for continuous improvement
- Live support at scale: codify gold-standard support scenarios into systems and build feedback loops to improve resolution quality
Qualifications
- 4–6 years in consulting, strategy, or product, ideally in a fast-scaling environment
- Natural systems thinker who investigates root causes rather than applying quick fixes
- Comfort working with technical teams; experience writing specs, managing scope, and understanding software development
- Strong analytical skills with data-grounded thinking; SQL experience is a plus but not required
- Clear written communication; the ability to align people and define problems through well-structured documents
- High standards and the willingness to push until the work meets them
Who Thrives at Relay
- Aim with Precision: define problems clearly and measure impact
- Play to Win: tackle hard problems and view constraints as growth opportunities
- 1% Better Every Day: prefer small, consistent improvements that compound over time
- All In, All the Time: take ownership from start to finish
- People-Powered Greatness: invest in teammates and maintain trust through feedback and shared success
- Grow the Whole Pie: seek win-win outcomes for merchants, couriers, and customers
Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.
#J-18808-Ljbffr…