Head of Courier Growth

Head of Courier Growth

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


  • Management of existing courier growth operations, with P&L responsibility for end to end courier activation as well owning key metrics including courier conversion, activation speed and internal team efficiency

  • Conduct user testing, market research and analyse data to inform product development decisions

  • Construction of appropriate Inputs/Output metrics through strong analytical skills and experience to measure product performance and identify areas for improvement.

  • Create and manage the courier growth product roadmap, prioritising features and initiatives based on business objectives and impact on key Inputs/Output metrics

  • Experiment and optimise product growth strategies to drive user acquisition, activation and retention through rapidly implementation and iteration

  • Lead cross-functional teams (operations, tech, data, marketing) to develop and launch new product features and enhancements.

  • Understand the broader Relay company strategy, impact of Courier acquisition, activation and retention on the end to end Relay network and translate it into requirements for the Courier Growth team

You might be a great fit for this role if…

  • There is truly no job in Courier Growth 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 high agency 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.


  • Bachelor's or Master's degree in Business Administration, Marketing, or related field.

  • 8+ years of experience in product management or growth marketing.

  • Experience with data analysis tools such as Google Analytics, Mixpanel, or Amplitude.

  • Familiarity with A/B testing and experimentation methodologies.

  • You will have experience maintaining operational excellence through hypergrowth.

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