Head of CX Operations — Scale Customer Experience

Doist; Manchester; On-site; GBP 120,000 - 180,000; Full time

Job summary

Xero is seeking a Head of CX Operations for Melio to drive the operational strategy and execution across Customer Experience, enabling teams to deliver exceptional outcomes while improving efficiency, scalability, and business performance.

You will own the operating model, processes, and insights to scale CX teams, partnering with Product, Engineering, Data, and Finance to align operational strategy with business goals.

Qualifications

• Strategic operational leadership translating priorities into scalable models.
• Strong business acumen impacting customer, employee, and commercial outcomes.
• Exceptional stakeholder management across all levels.
• Analytical reasoning using data to identify opportunities and drive decisions.
• Experience leading change, transformation and continuous improvement.
• Clear communication with senior stakeholders, articulating operational strategy.
• Customer-focused mindset to improve customer experiences.
• Balance between strategic leadership and hands-on execution.

Responsibilities

• Lead the Operations function supporting Melio CX teams and align capabilities to priorities.
• Develop and execute operating models, processes, and workflows for scale.
• Own performance metrics, reporting, and insights for accountability.
• Partner with CX Analytics to build dashboards on customer outcomes and health.
• Lead Workforce Management, Quality Assurance, and CX Systems Operations for continuous improvement.
• Identify opportunities to boost productivity, efficiency, and customer experience.

Skills

Strategic leadership

Stakeholder management

Data-driven decision-making

Cross-functional collaboration

Operational excellence

Communication with executives

Customer-centric mindset

Problem solving

Tools

Zendesk

Tableau

Job description

Xero is seeking a Head of CX Operations for Melio to drive the operational strategy and execution across Customer Experience, enabling teams to deliver exceptional outcomes while improving efficiency, scalability, and business performance.

You will own the operating model, processes, and insights to scale CX teams, partnering with Product, Engineering, Data, and Finance to align operational strategy with business goals.