Head of Operations - On Time Delivery
Head of Operations - On Time Delivery
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. We are looking for a Head of Customer Service Operations who will be
responsible for overseeing Courier, Client, and End Customer queries, and ensuring that our customers receive the highest level of service.
As a Customer Service Operations Lead, you will be accountable for key metrics such as customer satisfaction, response time, resolution rate,
and team productivity. You will be responsible for building and leading a team of customer service agents, setting up processes and protocols,
and implementing best practices for delivering exceptional customer service
As a Head of Operations at Relay, you can expect to…
Oversee operational management of existing delivery operations, with P&L responsibility as well owning key operational metrics on time delivery and courier hourly earnings…
Construction of appropriate Inputs/Output metrics through strong analytical skills and experience to drive team engagement, accountability and framework for clear prioritisation
Communicate policies to your team and act as the primary information source for the team - maintaining compliance, consistency, and taking corrective action when needed
Construction of appropriate Inputs/Output metrics through strong analytical skills and experience to drive team engagement, accountability and framework for clear prioritisation
Communicate policies to your team and act as the primary information source for the team - maintaining compliance, consistency, and taking corrective action when needed
Implement process change through driving programs which yield most significant improvements to our on time delivery
Coach, mentor and develop a growing team helping team members to develop through determining developmental needs and opportunities.
Understand the broader Relay company strategy, impact of on time delivery on the end to end Relay network and translate it into requirements for the delivery operations
Collaborate with the Product, Tech and Data teams to develop our delivery operations capabilities to enable increased flexibility and efficiency within end to end operations to optimally serve our shippers, couriers and end customers
You might be a great fit for this role if…
There is truly no job in Delivery Operations you would not be excited to take on. From launching new cities in no time to meet our rapid growth objectives to putting yourself in the courier's shoes by completing last mile routes to understand your impact on the end to end operations, you want to do it all. We don’t expect you to have done all of these jobs before, but we do hope you’ll be curious to learn how to do them
You have high agency and take pride of ownership in your work. You naturally take initiative, seeking out the best opportunities for impact
You have deep empathy for the humans for whom you work with, including sortation operatives, last & middle mile couriers, customers, partners, and your fellow colleagues. You seek out the chance to hear directly from them and go out of your way to incorporate their feedback into your work.
You are eager to rapidly implement change, see results and iterate quickly within new problem domains.
You value and practise clear communication, active listening, and intentional collaboration.
We are looking for candidates who....
10+ years’ experience as a manager of multiple direct report. Ideal candidates, will have experience managing cross functional teams of at least 10 FTEs
You will have experience maintaining operational excellence through hypergrowth
Have broad experience across a variety of areas within operations
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