Head of CX Operations — Scale Customer Experience

Xero; Manchester; On-site; GBP 100,000 - 150,000; Full time

Job summary

Xero is seeking a Head of CX Operations for Melio in Manchester. You will lead strategic operational initiatives, and scale CX capabilities across workforce management, QA, knowledge, and project management.

You’ll partner with Product, Engineering, Data, Finance, and Sales to drive customer outcomes and business performance. You will build an operating model, define KPIs, and lead a high-performing team to deliver measurable improvements in efficiency and customer experience.

Qualifications

• Senior leadership experience in Customer Experience or Operations in a complex tech environment.

Responsibilities

• Lead the Operations function for Melio CX teams and align capabilities to priorities.
• Develop and execute scalable CX operational strategies and processes.
• Own performance metrics, reporting, and actionable insights.
• Collaborate with CX Analytics to build dashboards on customer outcomes and health.
• Lead Workforce Management, QA, CX Systems Operations, and related functions.
• Identify opportunities to improve productivity and customer experience through tooling and processes.
• Drive strategic projects and cross-functional change initiatives.
• Partner with Product and Engineering to incorporate operational insights into products.
• Support planning and investment decisions for CX.
• Advise business leaders with data-driven recommendations.
• Build and nurture a high-performing operations team with growth opportunities.
• Proactively manage risks and compliance in CX operations.

Skills

Strategic operational leadership

Stakeholder management

Analytical thinking

Change management

Communication to senior stakeholders

Customer-focused mindset

Hands-on execution

Leading CX/Operations teams

Cross-functional collaboration

Data-driven decision making

Experience with CX platforms

B2B FinTech exposure

Tools

Zendesk

Tableau

Job description

Xero is seeking a Head of CX Operations for Melio in Manchester. You will lead strategic operational initiatives, and scale CX capabilities across workforce management, QA, knowledge, and project management.

You’ll partner with Product, Engineering, Data, Finance, and Sales to drive customer outcomes and business performance. You will build an operating model, define KPIs, and lead a high-performing team to deliver measurable improvements in efficiency and customer experience.