Head of Operations - Pitstops

Company mission

In the future, almost everything we consume will simply materialise on our doorsteps - what we call "e-commerce" today will simply be "commerce" tomorrow. But if we continue on today's trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we're fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That's why whenever you buy from a merchant powered by Relay, you'll be able to reschedule your delivery at any time. And if you don't like what you ordered, at the tap of a button we'll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground.

About the role

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.

As a Head of Operations - Pitstops at Relay, you will be responsible for:

• 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

We are looking for candidates who have

• 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

The qualifications and experiences above act as a loose guide to what we're looking for. We'd still love to hear from you if you have more or less experience, so long as the core skills can be demonstrated.

Relay is offering

• 25 days annual leave per year (plus bank holidays).

• Generous equity package.

• Bupa Global: Business Premier Health Plan - Comprehensive global health insurance with direct access to specialists, dental care, mental health support and more.

• Contributory pension scheme.

• Hybrid working in our Dog-friendly co-working space; we're based in London near Old Street tube station.

• Free membership of the gym in our co-working space in London.

• Cycle-to-work scheme.

• A culture of learning and growth, where you're encouraged to take ownership from day one.

• Plenty of team socials and events - from pottery painting to life-size Monopoly and escape rooms