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Manager, Business Operations (GTM)

Relay Delivery

Relay Delivery

New York, NY, USA
Posted on Thursday, June 29, 2023
Who We Are:
We are on a mission to make food deliveries better. Relay is a technology company that is empowering restaurants to take back ownership of their customers and provide an elevated courier service, and, in turn, provides couriers with industry leading pay and flexibility. Relay's proprietary logistics engine is changing how local economies operate and how goods criss-cross through your city. Relay's goal is to bring efficiencies of scale to delivery and push down the cost of delivery for merchants and customers while simultaneously providing a top tier courier experience.
We are based in NYC and currently operate in NYC, NJ, Philadelphia, Miami, Chicago, and Washington DC. We fulfill millions of deliveries a year using our distributed network of couriers. Additionally, our software provides a unified management system for orders across all delivery platforms and a scalable courier force to ensure on-time delivery no matter the circumstance.
Our office is located in Chelsea/Flatiron.
About The Role:
As our business and team has grown, so have the scope and complexity of our unique challenges. We are building out a world-class BizOps team to drive mission-critical projects and unblock the next phase of hyper-growth for Relay.
The Go To Market (GTM) team at Relay sits underneath our BizOps organization and has the mission to proactively deliver intelligence, scalable operations, and enablement to efficiently maximize revenue and customer experience across all GTM functions (Marketing, Sales, Success, Support, and Partnerships).
The GTM Enablement team is an integral part of the GTM Operations organization. GTM Enablement is responsible for developing and executing strategies that enable our go-to-market teams to achieve their revenue targets, improve sales efficiency, and enhance customer acquisition and retention. You will collaborate closely with cross-functional teams, including R&D, marketing, sales, customer success, partnerships, and support to align GTM initiatives with overall business objectives.
As Manager of GTM Enablement, you will be crucial in driving revenue growth, optimizing sales, customer success, and support processes, and aligning cross-functional go-to-market efforts to maximize the organization's revenue potential. Relay is going through an inflection point and you will play a big role in this transformation by enabling all customer facing teams.
We will invest in your development and do everything we can to make sure this is one of your best professional experiences. We believe joining Relay will be a career-defining choice for employees.

What You'll Do

  • Lead and grow Relay's GTM Enablement function
  • Go-to-Market Processes: Streamline and optimize go-to-market processes, ensuring smooth handoffs between marketing, sales, and customer success teams. Implement frameworks and tools to improve pipeline management, forecasting accuracy, and overall sales productivity
  • Customer Success and Support Enablement: Partner with customer success and support teams to develop programs and resources that drive customer satisfaction, retention, and expansion. Provide guidance on customer onboarding, adoption, and ongoing engagement strategies
  • Collaborate with leadership to design and deliver ongoing training programs, coaching, and mentoring to improve sales, success, and support techniques and ensure consistent messaging. Evaluate our existing GTM motion and put together a shared plan around methodology and playbooks
  • Establish enablement as a strategic arm of GTM operations - align enablement efforts with key performance indicators & business outcomes and track ROI & impact like ramp up time, productivity, goals & quota attainment
  • Define and measure critical important metrics & proactively identify business trends
  • Collaborate with key stakeholders to define and report KPIs and value frameworks for company objectives/strategic initiatives
  • Analyze the data relevant to any project or focus area; partner with DS, product and others to develop hypotheses, and complete in-depth analyses to translate data into meaningful and actionable insights
  • Identify hotspots in the business that require intervention and proactively investigate, strategize, and implement solutions with business leaders
  • Partner with functional leaders to help them optimize their operations through systems, process, roadmap reviews and product modifications
  • Partner with our Data, Revenue, and BizOps organizations to standardize and distribute the key operating metrics for the business

Who You Are

  • You are strategic. You’re laser-focused on where you’re going and craft the strategies and plans to achieve the goal. You naturally structure and prioritize any information you process
  • You are analytically rigorous. You gravitate towards a spreadsheet rather than a deck. You have an inherent bias towards using data and analyses to drive decisions
  • You can work through ambiguity. Your experience enables you to focus on the most impactful elements and drive clear insights that inform the team’s priorities
  • You take ownership. You are comfortable driving projects end-to-end that execute and eliminate blockers, helping you and the company move fast with confidence. You have a strong sense of accountability and know when to raise your hand and ask for help

What You Have

  • Bachelor's degree in Business, Economics, CS or related field
  • 2-4+ years of work experience, including strong foundational experience in investment banking, private equity, or consulting and at least 2+ years experience at a high-growth technology company in business operations
  • Strong track record of managing embedded and/or highly cross-functional teams
  • Naturally analytical mindset; the candidate gravitates toward a spreadsheet rather than a slide deck
  • Experience in a highly cross functional role and can clearly describe and work within the organizational dynamics of a fast-growth company
  • Ability to execute with conviction and good judgment with limited guidance; needs minimal direction in an ambiguous context to take action and then adapt quickly
  • Curious to learn about different parts of the business and how to pull certain levers to grow faster
  • Proven leadership and relationship-building skills
  • Demonstrated ability to solve problems using data and process improvement
  • Able to move remarkably fast with little structure and guidance

What We Offer

  • Competitive base compensation
  • IT equipment including a laptop
  • Company stock options
  • Health benefits
  • 401(k) with company matching
  • Unlimited PTO
  • Lighthearted and lively office environment

We want you to love the work that you do, the team that you’re working with, the environment that you’re working in. It is often hard to tell from a job description what working at a company is like, but some reasons why Relay may not be a good fit for you:

  • Our mission of helping restaurants and the last mile delivery space does not resonate with you
  • You desire a consistent 9-5 job.
  • You prefer highly structured, well-defined environments
  • You’re uncomfortable with ambiguity or “being the first” in figuring something out
Location Note: This role can be either 100% Remote or a hybrid in-office position, however, we value real-time collaboration in our teams and are prioritizing candidates in the Eastern time zone for remote positions.
Relay is committed to Equal Employment Opportunity by attracting and retaining a diverse team of employees and creating an inclusive environment for all. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.