The ad says“Strong analytical and problem-solving capability, using data to identify opportunities and drive decisions”
The ad says“Strong communication skills, with the ability to influence senior stakeholders and clearly articulate operational strategy”
The ad says“You will have accountability for the operational capabilities that support CX teams, including Workforce Management, Quality Assurance, Knowledge Management, Training, and CX Project Management”
The ad says“You will have accountability for the operational capabilities that support CX teams, including Workforce Management, Quality Assurance, Knowledge Management, Training, and CX Project Management”
The ad says“Identify opportunities to improve productivity, efficiency, and customer experience through process optimisation, tooling improvements, and operational innovation”
The ad says“You will have accountability for the operational capabilities that support CX teams, including Workforce Management, Quality Assurance, Knowledge Management, Training, and CX Project Management”
The ad says“Exceptional stakeholder management skills, with the ability to influence and collaborate across all levels of an organisation”
The ad says“You will have accountability for the operational capabilities that support CX teams, including Workforce Management, Quality Assurance, Knowledge Management, Training, and CX Project Management”
The ad says“You will have accountability for the operational capabilities that support CX teams, including Workforce Management, Quality Assurance, Knowledge Management, Training, and CX Project Management”
Values
The ad says“Experience with CX platforms such as Zendesk, analytics and reporting tools such as Tableau, Quality Assurance, and Workforce Management practices is preferred”
The ad says“Experience with CX platforms such as Zendesk, analytics and reporting tools such as Tableau, Quality Assurance, and Workforce Management practices is preferred”
As the Operations Manager - 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
Partnering closely with leaders across Customer Experience, Product, Engineering, Data, Operations, Sales, Customer Success, and Finance, you will connect operational strategy with broader business goals
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
Preferred experience
Demonstrated experience building and scaling high-performing teams within a B2B SaaS or technology environment
B2B FinTech experience is preferred
Demonstrated experience designing and implementing scalable operational processes, frameworks, and ways of working
Ability to balance strategic leadership with hands-on execution
Proven experience leading through leaders and developing strong people leadership capability
Experience working within financial services, payments, or other highly regulated industries is preferred
Strong business acumen and understanding of how operational decisions impact customer, employee, and commercial outcomes
Proven experience leading cross-functional initiatives and managing complex change in a fast-paced, evolving environment
Exceptional stakeholder management skills, with the ability to influence and collaborate across all levels of an organisation
Proven experience driving operational excellence, continuous improvement, and measurable business outcomes
Experience leading change, transformation, and continuous improvement initiatives
Proven experience leading Customer Experience, Customer Operations, or Customer Support functions in a complex, customer-focused environment
Strong analytical and problem-solving capability, using data to identify opportunities and drive decisions
Strategic operational leadership, with the ability to translate business priorities into scalable operating models
Experience with CX platforms such as Zendesk, analytics and reporting tools such as Tableau, Quality Assurance, and Workforce Management practices is preferred
Customer-focused mindset with a passion for improving customer experiences
Strong communication skills, with the ability to influence senior stakeholders and clearly articulate operational strategy
Demonstrated experience using data, insights, and metrics to influence decision making and improve performance
