Operations Manager

Jobtailor; Manchester; On-site; GBP 90,000 - 130,000; Full time

Job summary

Melio is seeking a senior leader to steer Customer Experience operations across the business in Manchester, aligning strategy with execution and scalable operating models.

You will own performance, dashboards, and workforce management, partnering with CX Analytics, Product, and Engineering to improve products and processes.

This role demands data-driven decision making, strong stakeholder management, and hands-on leadership to build a high-performing team in a fast-paced fintech environment.

Qualifications

• Strategic leadership translating priorities into scalable operating models.
• Strong business acumen and stakeholder management.
• Analytical and problem-solving capabilities.
• Experience leading change and continuous improvement initiatives.
• Customer-focused mindset with hands-on execution.
• Proven CX/Operations leadership in complex environments.
• Experience scaling teams in B2B SaaS/technology.
• Ability to influence decisions with data and metrics.
• Experience leading cross-functional change in fast-paced settings.
• Experience in regulated industries like financial services preferred.

Responsibilities

• Lead operational strategy and execution across Customer Experience for Melio.
• Own operational performance management, metrics, reporting, and insights.
• Partner with CX Analytics to build dashboards and reporting.
• Lead Workforce Management, Quality Assurance, and CX Systems Operations.
• Improve productivity and customer experience through process optimisation and tooling improvements.
• Lead strategic projects and cross-functional change initiatives.
• Partner with Product and Engineering to improve products and customer experiences.
• Support operational planning, goal setting, and investment decisions.
• Advise CX and business leaders using data and insights.
• Build, coach, and develop a high-performing operations team.
• Manage risks, compliance and regulatory obligations.

Skills

Strategic operational leadership

Customer Experience management

Data-driven decision making

Change management

B2B FinTech experience

Stakeholder management

Analytical problem solving

Leadership capability

Cross-functional leadership

Strong communication

Tools

Zendesk

Tableau

Workforce management tools

Quality assurance practices

Job description

• Lead operational strategy and execution across Customer Experience for Melio
• Lead the Operations function supporting Melio Customer Experience teams
• Develop and execute operational strategies, frameworks, and processes that enable CX teams to scale
• Own operational performance management, metrics, reporting, and insights
• Partner with CX Analytics to build dashboards and reporting
• Lead Workforce Management, Quality Assurance, and CX Systems Operations
• Improve productivity, efficiency, and customer experience through process optimisation, tooling improvements, and operational innovation
• Lead strategic projects and change initiatives with cross-functional teams
• Partner with Product and Engineering to improve products, processes, and customer experiences
• Support operational planning, goal setting, prioritisation, resource planning, and investment decisions
• Advise CX and business leaders using data, insights, and operational expertise
• Build, coach, and develop a high‑performing operations team
• Manage role‑related risks, compliance, and regulatory obligations

Requirements

• Strategic operational leadership and ability to translate business priorities into scalable operating models
• Strong business acumen
• Exceptional stakeholder management skills
• Strong analytical and problem-solving capability
• Experience leading change, transformation, and continuous improvement initiatives
• Strong communication skills
• Customer-focused mindset
• Ability to balance strategic leadership with hands‑on execution
• Proven experience leading Customer Experience, Customer Operations, or Customer Support functions in a complex, customer‑focused environment
• Demonstrated experience building and scaling high‑performing teams within a B2B SaaS or technology environment
• Proven experience leading through leaders and developing people leadership capability
• Demonstrated experience designing and implementing scalable operational processes, frameworks, and ways of working
• Proven experience driving operational excellence, continuous improvement, and measurable business outcomes
• Demonstrated experience using data, insights, and metrics to influence decision making and improve performance
• Proven experience leading cross‑functional initiatives and managing complex change in a fast‑paced, evolving environment
• Experience working within financial services, payments, or other highly regulated industries is preferred
• Experience with CX platforms such as Zendesk, analytics and reporting tools such as Tableau, Quality Assurance, and Workforce Management practices is preferred
• B2B FinTech experience is preferred
• Must have working rights for the country in which the role is based
• Satisfactory completion of relevant background checks, which may include credit and criminal history checks

Core Competencies

Demonstrates strategic operational leadership with a focus on developing scalable operating models and driving continuous improvement initiatives. Proven ability to lead high‑performing teams and leverage data insights to enhance customer experience and operational performance.

Highest-signal resume keywords

• Strategic Operational Leadership
• Customer Experience Management
• Data-Driven Decision Making
• Change Management
• B2B SaaS Experience

Hard Skills

• Operational Strategy Development
• Process Optimization
• Performance Management
• Metrics Reporting
• Continuous Improvement
• Operational Excellence
• Team Building
• Scalable Operational Processes
• Cross-Functional Leadership
• Customer Operations

Soft Skills

• Stakeholder Management
• Analytical Problem-Solving
• Strong Communication
• Customer-Focused Mindset
• Leadership Capability

Industry Keywords

• B2B FinTech
• Financial Services
• Payments
• Regulatory Compliance
• Customer Support

Tools & Technologies

• CX Platforms
• Zendesk
• Tableau
• Workforce Management Tools
• Quality Assurance Practices