Senior Operations Associate - Network

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.

ABOUT THE ROLE We are looking for an energetic, proactive, and client-facing Client Operations Associate to join our growing Client Operations team. In this role, you will be a core operational engine—working directly with clients, internal account owners, and our elite global freelancer network. You will serve as a primary owner of inbound operations requests, combining rapid triage, creative problem-solving, and standard project management to keep client campaigns running smoothly. Working closely alongside another Operations Associate and our Senior Operations Team, this role is ideal for a smart, adaptable operational thinker with 1–2 years of experience who excels in positive, professional communication, thrives in fast-paced startup/scale-up environments, and wants to help build a scalable operations engine. WELCOME TO CONTENTOO At Contentoo, we help businesses grow through exceptional content, scaling creation and localization globally. We connect industry experts, talented creators, and translators with customers from a wide range of industries. We manage the entire content journey, from matching clients with the right creators to guiding projects from brief to delivery, ensuring every piece of content is on-brand and impactful. We support all our clients—including brands like Bynder, Swapfiets, and Sendcloud—with a tech-enabled approach that leverages our platform, AI tools, and streamlined workflows to make content creation easy for both clients and freelancers. Our company culture values individuality, teamwork, and challenging the status quo. WHAT YOU'LL DO CORE OPERATIONS & INTAKE HUB * Serve as a primary owner of the operations@contentoo.com intake hub, reviewing, categorizing, and routing inbound client and freelancer requests with rapid response times. * Partner closely with another Operations Associate to manage daily intake queues, ensuring complete coverage and seamless teamwork. * Deliver warm, professional, and solution-oriented communication to clients and freelancers across all daily touchpoints. * Maintain task allocation, ticket tracking, and feedback logging to ensure 100% operational visibility across the department. PROJECT MANAGEMENT & EXECUTION * Own standard project management and campaign delivery for core ICP and Non-ICP client accounts—tracking milestones, deadlines, and deliverables. * Facilitate smooth, end-to-end collaboration between clients, Client Success and Key Account Managers, and content creators/freelancers. * Apply creative problem-solving to resolve daily delivery roadblocks, resource constraints, or project edge cases. EFFICIENCY & CONTINUOUS IMPROVEMENT * Look across customer and freelancer feedback touchpoints to identify holistic product improvements, platform features, and workflow enhancements. * Collaborate closely with Senior CS Ops Specialists and the Head of Client Operations & Transformation to update SOPs, streamline processes, and implement automations. * Seamlessly escalate complex, strategic enterprise risks or technical builds to senior team members when necessary. WHAT YOU'LL BRING * Experience: 1 to 2 years of experience in a traditional operations, project management, or operational delivery role. Startup or scale-up experience is strongly preferred. * Problem-Solving & Agility: A sharp, resourceful operational thinker who can think on their feet, navigate ambiguity, and solve problems pragmatically in a fast-paced environment. * Communication: Exceptional written and verbal English skills with a highly professional, clear, and positive communication style across both client and freelancer interactions. * Team Collaboration: Enthusiastic about working in a close-knit operational squad—collaborating daily with fellow Associates and Senior Operations team members. * Organization & Detail: Highly organized self-starter capable of managing multiple priorities across external clients and internal stakeholders without letting details slip. * Process Orientation: A keen eye for efficiency—enthusiastic about spotting process friction, following structured SOPs, and suggesting ways to automate repetitive work. * Tech & AI Curiosity: Enthusiasm for using platform tools, CRM systems, and daily AI tools to optimize your productivity and improve outcomes. * Nice-to-Haves: Prior experience in marketing tech, SaaS, agency, or creative environments is a plus, but not required. WHAT YOU'LL GET FLEXIBILITY & BENEFITS * Hybrid / remote-friendly working environment. * 25 paid holidays. * Monthly Alleo budget. * Solid pension plan. TOOLS & SETUP * Laptop of your choice (HP or Mac). * All the office and home-working supplies you need. OUR CULTURE Be part of a growing scale-up of ~30 international team members — and grow together with us. Our cultural pillars are: * Human: You add value with a personal touch. * Authentic: You are open and honest. * Inventive: You proactively find ways to do better. * Vibrant: You add a splash of colour. Teamwork is at the core of our success, and we celebrate together — on a boat tour, over lunch, on our rooftop terrace, or during a friendly FIFA or Mario Kart match in the lounge. A DAY IN THE LIFE You start your morning reviewing the operations@contentoo.com intake queue, dividing up incoming priorities with your fellow Operations Associate, and coordinating with a Client Success & Key Account Manager on campaign timelines for an ICP account. Later that morning, you address an active client concern regarding an ongoing project timeline. After working out a smooth, creative solution directly with the freelancer creator to get the deliverable back on track, you proactively loop in the account's CS/KAM lead so they are fully armed with context for an upcoming strategic call. After lunch, you sync with a Senior CS Ops Specialist to share feedback from recent client requests, identifying a platform workflow tweak that could save hours of manual effort. Before wrapping up, you review tomorrow’s project deliverables and join your team on the rooftop terrace to unwind. SOUNDS GOOD? We’re looking forward to your application! If you’re excited about this role but don’t tick every box, we’d still love to hear from you — diversity of experience matters to us.