Operations Manager – Melio

Overview

In this role, you will lead the CX operations for Melio, shaping the operating model and processes to enable scalable, high-quality customer experiences. You will translate business priorities into actionable, data-driven strategies and partner with cross-functional teams to improve efficiency and impact. You’ll own performance metrics, workforce management, QA, and CX systems, driving continuous improvement. This is an opportunity to influence product and service delivery through robust operational leadership and strategic initiatives.

Responsibilities

• Lead the CX Operations function for Melio, aligning capabilities with business priorities and customer needs
• Develop and execute scalable operational strategies, frameworks, and processes for CX teams
• Own performance management with metrics, reporting, and insights to guide decisions
• Collaborate with CX Analytics to build dashboards on customer outcomes, health, and impact
• Oversee Workforce Management, Quality Assurance, CX Systems Operations, and continuous improvement
• Identify productivity, efficiency, and experience gains via process, tooling, and operational innovations
• Lead strategic projects and change initiatives with cross-functional teams
• Partner with Product and Engineering to improve products and processes through feedback loops
• Support operational planning including goal setting, prioritisation, resource planning, and investment decisions
• Act as a trusted advisor to CX and business leaders, grounded in data and operational expertise
• Build and develop a high-performing, inclusive operations team
• Proactively manage risks and compliance for the role’s scope

Key requirements

• Strategic operational leadership translating priorities into scalable operating models
• Strong business acumen linking operations to customer, employee, and commercial outcomes
• Exceptional stakeholder management and cross-level collaboration
• Analytical and problem-solving skills with data-driven decision making
• Experience leading change, transformation, and continuous improvement
• Strong communication to influence senior stakeholders and articulate strategy
• Customer-focused mindset focused on improving experiences
• Ability to balance strategic leadership with hands-on execution
• Proven track record leading CX, Customer Operations, or Customer Support in complex environments
• Experience building and scaling high-performing teams in B2B SaaS/tech
• Proven capability in scalable processes, frameworks, and ways of working
• Experience driving operational excellence with measurable outcomes
• Data-informed decision making to improve performance
• Experience leading cross-functional initiatives and managing complex change
• Experience in financial services, payments, or regulated industries preferred
• Experience with CX platforms like Zendesk and analytics tools like Tableau and Workforce Management practices preferred
• B2B FinTech experience preferred

• stakeholder management
• communication
• leadership and people development
• Zendesk
• Tableau
• Quality Assurance

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