Head of CX Operations

Who you are

• Strategic operational leadership, with the ability to translate business priorities into scalable operating models
• Strong business acumen and understanding of how operational decisions impact customer, employee, and commercial outcomes
• Exceptional stakeholder management skills, with the ability to influence and collaborate across all levels of an organisation
• Strong analytical and problem-solving capability, using data to identify opportunities and drive decisions
• Experience leading change, transformation, and continuous improvement initiatives
• Strong communication skills, with the ability to influence senior stakeholders and clearly articulate operational strategy
• Customer-focused mindset with a passion for improving customer experiences
• Ability to balance strategic leadership with hands-on execution
• Proven experience leading Customer Experience, Customer Operations, or Customer Support functions in a complex, customer-focused environment
• Demonstrated experience building and scaling high-performing teams within a B2B SaaS or technology environment
• Proven experience leading through leaders and developing strong people leadership capability
• Demonstrated experience designing and implementing scalable operational processes, frameworks, and ways of working
• Proven experience driving operational excellence, continuous improvement, and measurable business outcomes
• Demonstrated experience using data, insights, and metrics to influence decision making and improve performance
• Proven experience leading cross-functional initiatives and managing complex change in a fast-paced, evolving environment
• Experience working within financial services, payments, or other highly regulated industries is preferred
• Experience with CX platforms such as Zendesk, analytics and reporting tools such as Tableau, Quality Assurance, and Workforce Management practices is preferred
• B2B FinTech experience is preferred

What the job involves

• As the Head of CX Operations - Melio, you will lead operational strategy and execution across Customer Experience, enabling teams to deliver exceptional customer outcomes while improving efficiency, scalability, and business performance
• You will have accountability for the operational capabilities that support CX teams, including Workforce Management, Quality Assurance, Knowledge Management, Training, and CX Project Management
• You will build and evolve the operating model, processes, and insights required to enable teams to scale effectively and deliver against business priorities
• Through data-driven insights, continuous improvement, and strong cross-functional collaboration, you will identify opportunities, drive execution, and improve the customer and employee experience
• Lead the Operations function supporting Melio Customer Experience teams, ensuring operational capabilities are aligned to business priorities and customer needs
• Develop and execute operational strategies, frameworks, and processes that enable CX teams to scale effectively
• Own operational performance management, establishing meaningful metrics, reporting, and insights to drive accountability and decision making
• Partner with CX Analytics to build dashboards and reporting that provide visibility into customer outcomes, operational health, and business impact
• Lead Workforce Management, Quality Assurance, CX Systems Operations, ensuring alignment and continuous improvement
• Identify opportunities to improve productivity, efficiency, and customer experience through process optimisation, tooling improvements, and operational innovation
• Lead strategic projects and change initiatives, partnering with cross-functional teams to successfully deliver and embed improvements
• Partner with Product and Engineering teams to improve products, processes, and customer experiences through structured feedback loops and operational insights
• Support operational planning, including goal setting, prioritisation, resource planning, and investment decisions
• Act as a trusted advisor to CX and business leaders, providing recommendations based on data, insights, and operational expertise
• Build, coach, and develop a high-performing operations team, creating an environment that supports innovation, inclusion, and career growth
• Proactively understand and manage risks as they relate to your role
• Proactively understand and manage compliance and regulatory obligations for your areas of responsibility
• Success looks like:
• Melio CX teams have a scalable operating model that enables consistent, high-quality customer experiences
• Operational performance is measured through clear metrics and insights that enable effective prioritisation and decision making
• Improvements to processes, tooling, and ways of working deliver measurable gains in efficiency and customer outcomes
• Cross-functional teams are aligned through effective planning, communication, and execution
• Customer and frontline insights are consistently used to influence product improvements and business decisions
• Strategic operational initiatives are delivered successfully and achieve measurable impact
• Teams are engaged, high performing, and supported to grow and develop