Senior Content Designer

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.

WHO WE ARE At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values [https://www.justworks.com/careers#values] If this sounds like you, you’ll fit right in. WHO YOU ARE At Justworks, we’re on a mission to support and empower small and medium-sized businesses by providing a simple and friendly platform, expert support, and access to vital benefits. We believe that great design is at the heart of this mission and we’re looking for a curious, empathetic, and passionate Senior Content Designer with a focus on knowledge systems, structured content, and operational workflows to join our Experience Design Team. This is an exciting opportunity to craft content that is not only engaging and effective but also integral to the overall user experience. You have a passion for knowledge: how it's structured, organized, and maintained. You're curious about how people find information, where content breaks down, and how thoughtful design can make knowledge easier to create, maintain, and use. You also enjoy solving complex operational problems through content. Whether you're improving documentation, designing a reusable content model, refining metadata, or simplifying an authoring workflow, you naturally think beyond individual documents to the larger systems they're part of. You're comfortable working with stakeholders across the business to understand how knowledge supports their work. You ask thoughtful questions, navigate ambiguity well, and balance user needs with operational realities. While you enjoy designing systems, you're equally happy rolling up your sleeves to improve the details that make those systems successful. YOUR SUCCESS PROFILE WHAT YOU WILL WORK ON * Design structured content that supports consistent, reusable knowledge across our internal systems * Transform complex operational processes into clear content models, workflows, templates, and reusable documentation * Partner with cross-functional teams to understand how knowledge supports their work and improve how information is created, maintained, and delivered * Contribute to the evolution of content models, taxonomy, controlled vocabularies, and metadata standards * Improve authoring experiences by designing templates, workflows, and governance practices that make high-quality content easier to create * Prototype and validate new approaches to content organization using the appropriate tools, whether that's documentation, spreadsheets, CMS models, or lightweight technical prototypes * Identify opportunities to improve searchability, consistency, and AI readiness through better structured content * Collaborate with designers, engineers, product managers, researchers, and subject matter experts to continuously improve our knowledge ecosystem HOW YOU WILL DO YOUR WORK As a Senior Content Designer, how results are achieved is just as important as the outcomes themselves. Success in this role is anchored in the following competencies: * Systems thinking — You recognize patterns across content and workflows and understand how individual content decisions affect larger systems. * Structured content design — You're comfortable designing reusable content models, templates, and documentation that scale beyond individual articles. * Collaboration — You build strong partnerships with cross-functional teams, helping translate business needs into thoughtful content solutions. * Curiosity and problem solving — You enjoy exploring unfamiliar domains, asking questions, and using experimentation to understand complex operational problems. * Craft excellence — You care deeply about clarity, consistency, and usability, balancing strategic thinking with careful attention to detail. In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for: * Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others. * Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others. * Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude. * Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.  * Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”   QUALIFICATIONS * 5+ years of experience in content design, content strategy, information architecture, knowledge design, technical writing, or a related discipline * Experience designing structured or modular content within content management systems, documentation platforms, or knowledge bases * Experience collaborating with cross-functional partners to define requirements and deliver content solutions for complex operational or product experiences * Experience improving content consistency through reusable patterns, templates, or governance practices * Familiarity with one or more of the following: * Content modeling * Taxonomy and controlled vocabularies * Knowledge management systems * Content governance * Documentation systems * Interest in how structured content supports search, automation, AI retrieval, and scalable knowledge systems * Strong analytical and systems-thinking skills The base wage range for this position based in our New York City Office is targeted at $166,000.00 to $214,000.00 per year. #LI-Hybrid #LI-DW1 Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location.  Salary ranges for positions based in other locations may differ based on the cost of labor in that location.  For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks [https://www.justworks.com/careers#total-reward-philosophy].  DIVERSITY AT JUSTWORKS Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers. We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com [accommodations@justworks.com]. Your comfort and success matter to us, and we're here to ensure an inclusive experience. Our DEIB Report  [https://www.justworks.com/press/company-news/justworks-impact-report-2024]