Head of Operations, Relay
Pitstops
Offers a generous equity package
2-5 days a week in office
Enabling retailers to supercharge their e-commerce growth
Job no longer available
Enabling retailers to supercharge their e-commerce growth
101-200 employees
Job no longer available
Offers a generous equity package
2-5 days a week in office
101-200 employees
Company mission
Realising the most efficient delivery network to create the most compelling experience for clients, consumers and relayers.
Role
Who you are
- 10+ years experience in strategic operations, commercial or related fields, with at least 5 years in a managerial position
- Proven team leader able to build and scale high-performing teams
- Strategic thinker with a demonstrated ability to grow and scale networks or multi-location operations
- Excellent relationship-building skills with experience managing external partnerships
- Data-driven with the ability to establish KPIs and metrics to track progress and performance, ensuring accountability and transparency
- Ability to thrive in a fast-paced, dynamic environment with a hands-on approach to problem-solving
- Experience in the logistics and parcel delivery industry is a plus
What the job involves
- We are looking for a Head of Operations – Pitstops who will be responsible for overseeing and expanding the Relay pitstops (Pick-Up Drop-Off) network, ensuring operational excellence, partner satisfaction, and sustained growth
- You will lead a team to manage day-to-day operations while developing strategic initiatives that enhance the efficiency, coverage and experience of our pitstop network
- This role demands a strong leader with excellent strategic operations, stakeholder management and problem-solving skills, proven experience leading and managing high-performing teams, and a passion for driving innovation in the delivery space
- Pitstop Network Management:
- Oversee the overall performance and operations of the pitstop network, ensuring all locations exceed quality, service, and performance standards
- Expand the pitstop network by identifying and securing new partner locations, working closely with the expansion team to ensure alignment with company objectives and client growth
- Implement operational processes to optimise service quality, minimise delays, and improve customer satisfaction
- Strategic Growth & Expansion:
- Develop and execute a strategy to grow the pitstop network across the UK, focusing on increasing coverage, site density, and types of services offered to customers while maximising ROI
- Analyse market trends, customer behaviour, and competitive offerings to spot new opportunities for pitstop network growth
- Work closely with the Commercial teams to form strategic partnerships with retail chains, PUDO or locker networks
- Pitstop Relationship Management:
- Build and develop community with pitstop partners, ensuring clear communication, efficient problem resolution, and alignment on mutual goals
- Provide pitstops with the tools, training, and support they need to successfully operate as part of the Relay pitstop network
- Actively engage in feedback loops and work closely with our Product team to enhance the partner experience, addressing issues related to service, operations, and performance
- Operational Leadership & Team Management:
- Lead and mentor a team of operations, growth and sales to drive operational excellence and experience within the pitstop network
- Set clear KPIs for the team, ensuring a culture of accountability, innovation, and continuous improvement
- Actively support your team's growth and development by providing regular feedback, offering opportunities for skill-building, and fostering an environment where they can take on new challenges and responsibilities
- Report regularly to senior leadership on the financial health and operational success of the pitstop network, providing insights and recommendations for improvement
Salary benchmarks
Our take
In recent years, e-commerce has grown considerably. Despite this, the retail sector is still in the early innings of digital disruption in the US and the UK (especially when compared to more digitally mature markets such as China).
Relay enables e-commerce through re-wiring the critical delivery infrastructure to address the growth of e-commerce in the UK. Not only do they enable orders of magnitude better delivery in speed and cost for retailers and consumers, but they are also doubling down on making sure their ecosystem of delivery drivers and the planet benefit.
Relay are early stage, and backed by founders who both have considerable experience at delivery service company, Stuart. With this expertise and solving a problem within a growing market, the company are well set make a difference to how retailers provide online delivery.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2025
$35m
SERIES A
Nov 2023
$10m
SEED
Total funding: $45m
Company benefits
- Hybrid remote work (3 days/week in the office)
- Cool co-working office in the heart of Shoreditch
- Competitive equity and compensation package, and culture of recognition
- 25 Days Holiday (plus bank holidays)
- Monthly social events - from Crystal Maze escape rooms to pottery painting and life-size Monopoly! We also have an annual off-site where we all get together in person to celebrate our wins and plan for more success in a relaxed environment.
- Unlimited free snacks and drinks in the office (all the Dash water you can drink, a whole cupboard full of nibbles, plus we have wonderful coffee machines!)
- Contributory pension
- Perks At Work discount scheme - online shopping discounts, cheap cinema tickets, money off holidays and so much more!
- Free membership of the gym in our co-working space
Company values
- “Who?”: Relayer Obsession. Start with understanding the customer i.e., the “Relayer”. We’re constantly striving to learn about the Relayer and to improve their experience.
- “Why?”: Understanding of value being created. Seek to understand and articulate the “why” behind everything they do in order to provide measurable value. They connect their actions and decisions to their impact on the Relayer. They encourage peers to do the same.
- “How”: Taking tiny steps forward. Focus on their objectives and constantly take steps towards reaching them. They keep moving forward despite setbacks. They deliver quality work in a timely fashion.
Company HQ
Old Street, London, UK
Leadership
Nicole Mazza
(CCO)Previously worked at Stuart, becoming Commercial Director in 2018. They are also on the Board of Advisors at HYPER CRUNCH and is a Member of Pavilion.
Jonathan Jenssen
(CEO)Worked at Stuart for over five years, first as Head of Operations and later becoming General Manager.
Diversity, Equity & Inclusion at Relay
- We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know, our ears (and inboxes) are always open.
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