Head of Operations - Sortation

Head of Operations - Sortation

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

As a Head of Sortation at Relay, you can expect to…

  • Oversee operational management of existing sort centre operations, with full P&L responsibility as well owning key operational metrics including throughput per hour, scan compliance…

  • Construction of appropriate Inputs/Output metrics through strong analytical skills and experience to drive team engagement, accountability and framework for clear prioritisation

  • Communicate policies to your team and act as the primary information source for the team - maintaining compliance, consistency, and taking corrective action when needed

  • Implement process change through driving programs which yield most significant improvements to existing sort centre operations

  • Coach, mentor and develop Sortation team as it expands helping team members to develop through determining developmental needs and opportunities

  • Understand the broader Relay company strategy, impact of Sortation on the end to end Relay network and translate it into requirements for the Sortation operations

  • Collaborate with the Product teams to develop our soration operations capabilities to enable increased flexibility and efficiency within end to end operations to optimally serve our shippers, middle/ last mile couriers and end customers

You might be a great fit for this role if…

  • There is truly no job in Sortation you would not be excited to take on – and some outside of Sortation as well. From standing up new sort centres in no time to meet our rapid growth objectives to 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 sortation operatives, last & middle mile 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.

We are looking for candidates who....

  • 6+ years’ experience as a manager of multiple direct reports and budgeting experience, including Distribution Center facilities.

  • Ideal candidates, will have experience launching sortation centres from the ground up

  • You will have experience maintaining operational excellence through multiple peak periods

  • Have broad experience across a variety of areas within middle mile operations

Apply Now

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