Operations Accounts Manager - International Clients

Operations Accounts Manager - International Clients 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 an Operations Account Manager to own and strengthen the day-to-day operational relationships with our Chinese clients and partners across e-commerce platforms, 3PLs, and brokers. 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 growth and long-term strategy, you’ll act as the operational backbone of the account - connecting clients with Relay’s internal teams, keeping execution on track, and making sure nothing falls through the cracks. In a logistics environment where problems are inevitable, you’ll be the person who preserves trust, maintains momentum, and keeps the operation moving. WHO WILL THRIVE IN THIS ROLE? - You take pride in being dependable, calm, and highly effective in complex operational environments. - 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 communicate fluently in both English and Chinese, 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. - Fluency in both English and Chinese, written and spoken. - 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 & WORKPLACE - 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 pa ... (truncated, view full listing at source)