COMPANY MISSION

In the future, commerce will be instant, local, and seamless. What we now call “e-commerce” will simply be how we shop.
Relay is building the logistics network that e-commerce should have had from the start. We’re designed from the ground up for sustainability - environmental, social, and economic. By rethinking both the middle and last mile, we cut miles driven, reduce carbon emissions, lower costs, and return value to local communities.
Behind the scenes, we orchestrate this with cutting-edge tech: from smart routing and real-time planning to seamless tools that empower our ground teams.

ABOUT THE ROLE

Relay is looking for a data-driven, hands-on Customer Experience Product Manager to lead initiatives that enhance not only the end-to-end customer journey, but also provide valuable data and insights for our operations team to deliver parcels effectively to our customers.
You’ll collaborate cross-functionally with operations, design, engineering, and support teams to ensure that the voice of the customer is embedded into everything we build. If you are passionate about customer-centric thinking and delivering experiences that delight users, we want to hear from you.

WHAT YOU’LL DO

• Product Ownership: Define and maintain a roadmap of CX improvements for web, mobile, and courier-facing tools, balancing customer needs with operational efficiency.
• Data-driven Problem Solving: Use support ticket trends, delivery failure data, and customer feedback to identify root causes of poor experiences and propose scalable fixes
• Hypothesis-Driven Feature Development: Prioritize initiatives not by gut, but by data-backed impact potential. Use A/B tests, cohort analysis, and user segmentation to validate improvements across customer and courier flows.
• Cross-Functional Alignment: Work with data, commercial, engineering, support, ops, and UX to ship changes that are not only elegant, but provably effective.
• Proactive Problem Solving at Scale: Spot recurring friction — late orders, wrong ETAs, unclear comms — and design systems that catch and fix them before they become support tickets.