Head of Operations - Security and Loss Prevention

Head of Operations - Security and Loss Prevention

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 - Security and Loss Prevention, you can expect to……

  • Owning key operational metrics including end customer loss rate and failed deliveries…

  • Identifying, planning, managing and executing complex projects across multiple cross-functional teams and stakeholders

  • Lead cross-functional teams to deliver programs and projects on time, within budget, and with high quality

  • Work with service owners to develop innovative solutions to complex technical challenges

  • Planning, directing and coordinating activities to manage and implement a programme from initiation to final transition into operational, business-as-usual management

  • Leadership role in a team providing day-to-day support during the rollout/implementation of newer systems/processes

  • Strong organisational skills, successful track record of coordinating between multiple project stakeholders, technical program managers, and software development teams

  • The ability to use both formal and informal influencing skills across cross-matrix organisation.

  • Excellent business judgement and a practical, common sense approach to getting things done.

You might be a great fit for this role if…

  • There is truly no job within the 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 a high sense of urgency 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, 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....

  • 7+ years of experience in program or project management

  • Experience managing complex, cross-functional programs and projects

  • Working in environments where there have been physical operations with a significant data component

  • Experience working in a fast-paced, dynamic environment, ideally within a hypergrowth startup

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