Senior Operations Associate - Network

Relay

Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M), led by deep-tech investors Plural (whose portfolio spans fusion energy and space exploration), Relay is scaling faster than 99.98% of venture-backed startups. We're assembling the most talent-dense team the logistics industry has ever seen Relay’s Mission is to free commerce from friction. Today, high delivery costs act as a hidden tax on e-commerce, quietly shaping what can be sold online and limiting who can participate. We envision a world where more goods move more freely between more people, making the online shopping experience seamless and accessible to everyone. THE TEAM • ~110 people, more than half in engineering, product and data • 45+ advanced degrees across computer science, mathematics and operations research • Thousands of data points captured, calculated, analysed and predicted for every single parcel we handle • An intellectually vibrant culture of first‑principles thinking, tight feedback loops and relentless experimentation The Opportunity Relay is hiring a Senior Operations Account Manager to own and strengthen the day-to-day operational relationships with our biggest UK clients, from Vinted to Gymshark and other leading e-commerce platforms and brands. Sitting within the Commercial team, you’ll work closely with our Strategic Account Managers to ensure high-volume accounts moving millions of parcels through the UK run smoothly, issues are resolved quickly, and clients feel consistently supported. While the Strategic Account Manager leads on profitable growth initiatives and long-term growth strategy, you’ll act as the operational backbone of the account to ensure profitable operational performance. That the operational performance does not stand in the way of growth — In a logistics environment where complexity and lots of moving parts are the norm, you’ll be the person who is able to build trust by being clear-headed and bring in solutions, maintain momentum on operational changes and improvement initiatives for clients, and is a natural problem solver. Who Will Thrive in This Role? * You take pride in being dependable, calm, and highly effective in complex operational environments. * You thrive under pressure and love solving problems * You like being close to the detail rather than managing from a distance — understanding what is happening on the ground, untangling issues quickly, and improving the system behind them. * You are comfortable operating between demanding clients and busy internal teams, and you know how to stay credible, structured, and constructive under pressure. * You are naturally process-minded: when something breaks, you do not just fix it once — you look for the root cause and improve the workflow so it does not keep happening. * You build trust through consistency and clarity. Clients feel heard when they work with you, even when the message is difficult. * You are an excellent communicator and can switch easily between external client conversations and internal coordination without losing nuance. Must-Haves * 5+ years of experience in an operational, account management, or client-facing role within logistics, supply chain, cross-border e-commerce, or related environments. * Strong operational judgement and a high tolerance for ambiguity — you can triage, communicate clearly, and move issues forward when things do not go to plan. * A sharp eye for detail, paired with a practical bias for action. * Strong cross-functional coordination skills, with the ability to work effectively across commercial, operations, finance, and customer-facing teams. * A structured communication style, whether in day-to-day updates, incident management, or formal escalations. Compensation & Benefits * Generous equity, richer than 99% of European startups, with annual top-ups to share Relay’s success. * Private health & dental coverage, so comprehensive you’d need to be a partner at a Magic Circle law firm to match it. * 25 days of holidays. * Enhanced parental leave. * Located in Shoreditch, our office set-up enables the kind of in-person interactions that drive impact. We work 4 days on-site, with 1 day remote. * Hardware of your choice. * Extensive perks (gym subsidies, cycle-to-work, Friday office lunch, covered Uber home and dinner for late nights, and more). Fast and Focused Hiring Process 1. Talent Acquisition Interview — 45 min 2. Hiring Manager Interview — 60 min 3. Case Study — 90 min 4. Culture & Team Fit Conversation — 30 min 5. Decision and offer within 48 hours; our process mirrors our pace of work. Who Thrives at Relay? * Aim with Precision: You define problems clearly and measure your impact meticulously. * Play to Win: You chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction. * 1% Better Every Day: You believe that small, consistent improvements lead to exponential growth. You move quickly, deliver results, and learn from every experience. * All In, All the Time: You show up and step up. You take ownership from start to finish and do what it takes to deliver when it counts. * People-Powered Greatness: You invest in your teammates. You give and receive feedback with care and candour. You build trust through high standards and shared success. * Grow the Whole Pie: You seek out win-win solutions for merchants, couriers, and our customers, because when they thrive, so do we. If these resonate, and you combine strong technical fundamentals with entrepreneurial drive, let’s connect. Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.

Relay

Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M), led by deep-tech investors Plural (whose portfolio spans fusion energy and space exploration), Relay is scaling faster than 99.98% of venture-backed startups. We're assembling the most talent-dense team the logistics industry has ever seen Relay’s Mission is to free commerce from friction. Today, high delivery costs act as a hidden tax on e-commerce, quietly shaping what can be sold online and limiting who can participate. We envision a world where more goods move more freely between more people, making the online shopping experience seamless and accessible to everyone. THE TEAM • ~110 people, more than half in engineering, product and data • 45+ advanced degrees across computer science, mathematics and operations research • Thousands of data points captured, calculated, analysed and predicted for every single parcel we handle • An intellectually vibrant culture of first‑principles thinking, tight feedback loops and relentless experimentation The Opportunity for Senior Content Designer How do we foster consumer trust in an unfamiliar delivery service through a single notification? How can the wording and structure of our worker attendance policies aid the on-time delivery of every parcel? How can we ensure consistency and clarity of message as users interact with our live support team, AI agents and ever-changing user interface? As Relay’s first Content Designer these are some of the challenges you’ll be working on, supported by colleagues in the Product Design and Product Research functions. Your contributions will shape how Relay and its technologies communicate with the thousands of workers and millions of customers who handle and receive our parcels each year This is a senior individual contributor role in the Design team. You will work cross-functionally, building your own programme of work and embedding within product teams building technologies for our delivery drivers, warehouse workers, pitstops and end customers to execute it. It offers a unique opportunity to both define how Design works with partner functions like Product, Data, Engineering and Operations, and how we reorganise our discipline around AI tools and the new organisational structures they unlock What you’ll do ? * End-to-end content strategy and execution across Relay’s products, from framing important concepts to polishing microcopy. * Champion quality and define how Relay uses language to foster engagement, understanding, trust, accessibility, and behaviour change. * Engage in user research, experimentation and data analysis to define our users’ needs, attitudes and behaviours. * Be ready to jump into an incident and support with crisis messaging and recovery comms in the event that things go wrong. * Establish the conventions, systems, libraries, style guides, tools and AI skills that Relay relies on to ensure consistency of language as we scale and diversify our product experiences. * Consult in the setup of content management and translation tooling that unlocks multi-language product experience. * Within Relay’s small Design team we collectively share in the work of brand building and visual communication. As such, this role will occasionally require you to take on graphic design and copywriting for high-consequence marketing materials such as investor decks, client pitch decks, candidate pitch decks and the Relay website. Who Will Thrive in This Role ? * You have a proven track record of delivering exceptional content design. You’ve built software before, have worked within multidisciplinary product teams and know how to adapt your working style to maximise your impact. * Past experience in a zero-to-one role and/or writing for non-native speakers are both highly desirable. * You’re an effective advocate for the needs of users, and adept at balancing these with the needs of the business. * You've previously worked in ambiguous and fast-paced environments, know when to be pragmatic, and how to balance speed and quality of execution. You’re happy to take on tasks outside of day-to-day responsibilities as and when the business requires. * You’re comfortable independently delivering small, straightforward pieces of graphic and product design. * You're confident working with and contributing to design and language systems. * You’re inquisitive and excited about integrating emergent AI tools into your workflow Fast & Focused Hiring Process 1. Hiring Manager interview - 45 mins 2. Portfolio review - 1 hour 3. Collaborative design task - 1 hour 4. Operating Principles interview - 1 hour 5. Decision and offer within 48 hours; our process mirrors our pace of work, typically completed in a week. Who Thrives at Relay? * Aim with Precision: You define problems clearly and measure your impact meticulously. * Play to Win: You chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction. * 1% Better Every Day: You believe that small, consistent improvements lead to exponential growth. You move quickly, deliver results, and learn from every experience. * All In, All the Time: You show up and step up. You take ownership from start to finish and do what it takes to deliver when it counts. * People-Powered Greatness: You invest in your teammates. You give and receive feedback with care and candour. You build trust through high standards and shared success. * Grow the Whole Pie: You seek out win-win solutions for merchants, couriers, and our customers, because when they thrive, so do we. If these resonate, and you combine strong technical fundamentals with entrepreneurial drive, let’s connect. Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.

Healios

POSITION: Permanent, Full Time (flexible working hours and patterns considered) LOCATION: Home based (must be UK based due to some travel) SALARY: Up to £70,000 plus competitive benefits   United by our vision. Leading with empathy. Pioneers in curiosity. Healios exists to bring exceptional healthcare to anyone, anytime, anywhere.  By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.  Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services.  You can find out more about us by clicking here! Healios is all about helping families feel better and that includes our own families too, which is why we embrace diversity in all its forms and offer unparalleled flexibility for our employees. For more information on what it’s like to be a Healios employee, and our hiring processes, take a look at our Notion page.  “Great minds don’t think alike”  From our talented tech teams to our standout clinical expertise, we’re bringing great minds together to build more accessible services.     THE OPPORTUNITY The Associate Network Service Manager plays a critical leadership role, overseeing the operational delivery within our Associate Network with commercial, contractual, and clinical expectations. Reporting to the Head of Assessment Services,  this role ensures that our team of Network Associates are both operationally and clinically compliant, ensuring capacity aligns with demand, waitlists are actively managed, and service structures are fit for purpose.  This role will line manage and clinically supervise the employed Associate Clinical Leads (currently 4 but this will grow as the network grows), and have the overarching responsibility for the smooth day to day running of the Network teams. This role requires a strategic, commercially-minded leader who can balance business priorities with the need for high-quality clinical care.   KEY RESPONSIBILITIES SERVICE DELIVERY LEADERSHIP & DELIVERY * Lead the delivery of Associate Network services, ensuring smooth, efficient, and reliable day-to-day functioning. * Continuously improve and optimise Associate onboarding and the Associate nurture journey * Work alongside the Head of Assessment Services and the Chief Operations Officer to assess capacity needs and then work with your team of Associate Clinical Leads to ensure there is appropriate capacity amongst our Network Associates. * Own day-to-day operations of the Associate team across all service lines (ASD, ADHD, ITS etc.) * Work force planning of the team's availability to ensure there is always appropriate capacity to support the Associate Network. * Oversee performance against internal and externals SOPs AND SLAs, escalating risks promptly where targets are at risk. * Taking the lead on ensuring that any Company communications are shared (as appropriate) to the Associate Network to ensure that relevant information or changes, pertinent to the clinical work they undertake, is clearly understood. * Analyse data trends to identify gaps, risks, and optimisation opportunities. * Ensure client-facing teams are supported with the right structures and information (eg contract information).  This includes ensuring all Associates are aware and communicated with about any changes within the organisation despite any gaps in availability being offered. * Support the AN Clinical Leads with complex clinical matters, including complaints and operational and clinical matters arising  DATA, INSIGHT & PERFORMANCE MANAGEMENT * Translate data insights into actionable recommendations for Associate Clinical Leads, the Head of Assessment Services, and client-facing teams. * Identify inefficiencies, risks, and opportunities for improvement, ensuring resources are deployed effectively and unwarranted variation is reduced.  Ensuring all SOP’s and processes are followed with regards to offboarding any Associates who are not performing at the required standards or who are not offering the appropriate availability for sessions. * Provide regular reporting to internal stakeholders, enabling transparency and informed decision-making. STRATEGIC & COMMERCIAL ALIGNMENT * Work closely with Client Operations and Head of Assessment Services to forecast, plan, and implement service delivery changes for the Associate Network. * Be the subject matter expert on competitors networks, including fees, benefits, pathways and processes   * Be direct and proactive about business needs and constraints — challenge where necessary.  Ensuring that operational processes directly support the business needs, whilst maintaining clinical quality and safeguarding.  * Utilise assessment outcome data to identify trends and inform service development. Ensure insights from assessment services contribute to organisational learning and future planning. COLLABORATION & ESCALATION * Act as the escalation point for operational issues raised by Associate Clinical Leads, ensuring swift resolution. * Work in close partnership with Associate Clinical Leads and the Head of Assessment Services to align operational needs are met. * Build strong working relationships with Governance, Risk & Safeguarding, Clinical Leads, People, and L&D teams to ensure seamless support structures. TEAM MANAGEMENT & STRUCTURE PLANNING * Communicate in an articulate, clear, concise and appropriate way ensuring the tone, method and audience of any communications is appropriate. * Support onboarding of new team members through planning and coordination with People and L&D teams. * Line management responsibility of the Associate Clinical Leads, including all 121’s, absence management and any required employee relations being dealt with timely and proactively. * Guide team members to align to the Company’s collective direction and offer actionable feedback with the positive intent of helping others to achieve more. * Ensure all direct reports are clear on their objectives and goals and provide regular feedback and support to ensure Company objectives are met. * Ensure governance and safeguarding needs are supported by the right structures and capacity.    To be successful in this role, below is what we would need from you: * A Clinical qualification and registration is a requirement in this role (such as Occupational Therapy, Social Work, Nursing, Speech and Language Therapy or Psychology (Counselling, Clinical or Forensic) * Previous experience working in independent healthcare provider * Experience of working within a neurodevelopmental service and an understanding of diagnostic pathways. * Commercial acumen - Understands revenue, cost, and SLA implications. Speaks the language of contracts, capacity, and delivery. * Assertive communication - Confident in holding people to account and clearly stating business needs without diluting the message. * Data driven - Uses data to drive actions and conversations with Associate Clinical Leads, regularly auditing KPIs and trends. * Collaborative Leadership - Works cross-functionally while maintaining strong team alignment. Trusted by both clinical and operations. * Strategic Thinker - Balances short-term service needs with longer-term structural goals. Knows when to escalate, restructure, or pivot. * Project management experience desirable * Demonstrable experience in management at a senior level * Flexibility to support our mission of bringing healthcare to anyone, anytime, anywhere * A commitment to ethical practice and adherence to the highest standards of safeguarding of adults/children * A professional home working environment * Wifi connection. Minimum of 2 mbps up and download speed.   WHAT WE WILL PROVIDE FOR YOU * 33 days holiday (including Bank Holidays) * Paid Christmas closure (between Christmas and New Year) * Birthday Leave - paid day off on your birthday * "Life Leave" - 2 days of extra leave to take when things you can't plan for happen * Enhanced family friendly policies including a phased return to work and receive full pay * Paid company sick pay scheme * Contributory Pension Scheme (6% matched) * Employee Discount to access a private assessment (for ADHD, Autism or a combined assessment) through our Melios service for your child * Fully personalised flexible benefits package including; Health Cash Plan, Life Assurance, EAP Service, Will Writing, Critical Illness Cover, employee discount and savings portal, Cycle to Work Scheme, Tech Scheme and Wine Club! * Work from anywhere policy * Access to NHS and Perks at Work discounts, including the Blue Light Card * Free access to co-working spaces * CPD/Growth day per year, plus personal development allowance to invest in your growth Bespoke Healios Training and on demand learning including schedule of monthly CPD for clinicians   ACCOMMODATIONS We’re glad to accommodate candidates who need adjustments throughout the hiring process and we're always learning about different accessibility needs to ensure our hiring process is accessible for all candidates. We encourage you to be open about the adjustments you need so we can adapt our interview process. You can read more about Healios being an Inclusive Employer on our Notion page Healios is a Disability Confident Committed Employer and  we are committed to inclusivity and equality for people with different needs in the workplace.     DIVERSITY AND INCLUSION “Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.   SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS  Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes. As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.