Operations Manager - First Mile Transport

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 an Operations Manager for First Mile Transport, who will lead the day to day planning and execution of our retail-client collection journeys, within Relay’s ambitious on-time delivery as well as cost targets. 

As the Operations Manager for First Mile Transport you can expect to…

• Own the day to day planning and routing of vehicles efficiently for Relay’s client collection routes

• Monitoring on-time of first mile vehicles at client warehouse and Relay sortation

• Own the first mile cost target

• Manage supplier relationships and performance metrics with monthly business reviews

• Liaise with commercial, accommodate changes to schedule, communicate transport schedules and changes with suppliers

• Point of escalation for any first mile transport issues

• Work closely with Relay commercial stakeholders to ensure cost efficient collections

• Proactively communicate with internal Sortation and Warehouse stakeholders, to enable smooth inflow of parcels into Relay’s sortation facility

• Investigate all delays with suppliers, tightening and improving processes to prevent re-occurrences.

• Develop a first mile transport management system to enable clear planning and monitoring of vehicles across all suppliers

• Work closely with the Head of Transport on supplier contract negotiations

• Develop first mile routes for new business collections and expansion opportunities

• Work with leaders across the company to design and implement operational processes (e.g. dispatching delivery routes to the optimal selection of couriers)

• Analyse policy changes and make recommendations to members of Relay’s leadership team

• Support strategic decision making for leaders across the business

• Be exposed to a variety of challenges across technology, data, operations, and go-to-market

• Collaborate with team members across every function and business area at Relay

• Regularly spend time in the field understanding how the processes you develop and the policy recommendations you make impact the on-the-ground reality for our couriers and end-consumers

• Please note: this role finishes late, expected hours are 12:00-20:00

You might be a great fit for this role if…

• You want to play an active part in reducing the environmental impact of a massive industry while giving all people access to the benefits of e-commerce

• You are excited to take on a wide range of challenges, learn new skills, and master new domains in business and technology

• You are equally at home sweating the details of an operational process or data analysis as you are presenting your conclusions to executives

• You’re a problem solver and thrive when given a complex challenge

• You are not afraid to get your hands dirty and feel comfortable working in a fast paced environment

• You are eager to rapidly implement change, see results and iterate quickly within new problem domains

• You value and precise clear communication, active listening, and intentional collaboration

We are looking for candidates who… 

• Have 3+ years’ experience in the parcel delivery / logistics / delivery industry, ideally with Transport planning and dispatch experience

• Have demonstrated previous success at managing relationships and performance with external (freight) logistics partners

• You will have experience maintaining operational excellence through hyper-growth, constantly pushing for the sweet spot performance as well as cost efficiency