External Posting

Xero
Manchester
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Stakeholder management","Analytical problem-solving","Communication","People leadership","Change leadership"]

Lead operational strategy and execution for Melio’s Customer Experience teams, ensuring workforce management, quality assurance, knowledge management, training, and CX project management scale with business priorities. Own operational performance management through metrics, dashboards, and data-driven insights. Partner cross-functionally across CX, Product, Engineering, Data, Operations, Sales, Customer Success, and Finance to drive continuous improvement, efficiency, customer outcomes, and compliance.

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FursaFursa
Xero
Xero
2 days ago

External Posting

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead operational strategy and execution for Melio’s Customer Experience teams, ensuring workforce management, quality assurance, knowledge management, training, and CX project management scale with business priorities. Own operational performance management through metrics, dashboards, and data-driven insights. Partner cross-functionally across CX, Product, Engineering, Data, Operations, Sales, Customer Success, and Finance to drive continuous improvement, efficiency, customer outcomes, and compliance.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Lead the Operations function supporting Melio Customer Experience teams, aligning operational capabilities with business priorities and customer needs.
  • •Develop and execute operational strategies, frameworks, and processes to enable CX teams to scale effectively.
  • •Own operational performance management by establishing metrics, reporting, and insights for accountability and decision-making.
  • •Lead workforce management, quality assurance, and CX systems operations to drive alignment and continuous improvement.
  • •Build and develop a high-performing operations team and drive strategic projects and change initiatives in partnership with cross-functional teams.

Key Requirements

  • •Strategic operational leadership to translate business priorities into scalable operating models.
  • •Strong business acumen and ability to understand how operational decisions impact customer, employee, and commercial outcomes.
  • •Exceptional stakeholder management skills to influence and collaborate across all levels.
  • •Experience leading change, transformation, and continuous improvement initiatives in a complex, customer-focused environment.
  • •Proven experience using data, insights, and metrics to improve performance, including leading CX operations/support functions and scaling high-performing teams within a B2B SaaS/technology context.
Experience:B2B SaaSB2B FinTechFinancial servicesPaymentsRegulated industriesCustomer experience
Skills:Stakeholder managementAnalytical problem-solvingCommunicationPeople leadershipChange leadership
Tech Stack:ZendeskTableau

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn