CX Operations Lead: Scale & Optimize Customer Experience

Xero; Manchester; On-site; GBP 90,000 - 120,000; Full time

Job summary

Xero's Melio division is seeking an experienced Operations Manager to lead operational strategy across Customer Experience, focusing on scalability, efficiency, and business performance within Manchester.

You will partner across product, engineering, data, operations and finance to deliver improvements, build dashboards, and develop a high-performing team for steady growth and exceptional customer outcomes.

Qualifications

• Strategic operational leadership translating priorities into scalable operating models.
• Proven stakeholder management across senior leadership levels.
• Experience driving CX, operations, or support in complex B2B environments.
• Strong analytical skills with data-driven decision making.
• Track record of leading change and continuous improvement.
• Excellent communication and people leadership capabilities.
• Experience leveraging CX platforms like Zendesk and analytics tools.

Responsibilities

• Lead the Melio CX operations to align capabilities with business priorities.
• Develop and implement scalable operating models and processes.
• Own performance metrics, dashboards, and insights to drive accountability.
• Partner with CX Analytics to monitor customer outcomes and health.
• Oversee Workforce Management, QA, and CX Systems Operations.
• Identify opportunities to improve productivity and customer experience.
• Lead strategic projects and cross-functional change initiatives.

Skills

Strategic operational leadership

Stakeholder management

Change management

Data-driven decision making

Cross-functional collaboration

People leadership

Customer experience focus

Process improvement

Tools

Zendesk

Tableau

Job description

Xero's Melio division is seeking an experienced Operations Manager to lead operational strategy across Customer Experience, focusing on scalability, efficiency, and business performance within Manchester.

You will partner across product, engineering, data, operations and finance to deliver improvements, build dashboards, and develop a high-performing team for steady growth and exceptional customer outcomes.