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Operations Manager
XeroOperations Manager leading Melio Customer Experience operations at Xero, which helps small businesses become more efficient. Scaling operating models, performance insights, and cross-functional improvements.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
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 LeadershipCustomer Experience ManagementData-Driven Decision MakingChange ManagementB2B SaaS Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Strategy DevelopmentProcess OptimizationPerformance ManagementMetrics ReportingContinuous ImprovementOperational ExcellenceTeam BuildingScalable Operational ProcessesCross-Functional LeadershipCustomer Operations
Soft Skills
Stakeholder ManagementAnalytical Problem-SolvingStrong CommunicationCustomer-Focused MindsetLeadership Capability
Tools & Technologies
CX PlatformsZendeskTableauWorkforce Management ToolsQuality Assurance Practices
Industry Keywords
B2B FinTechFinancial ServicesPaymentsRegulatory ComplianceCustomer Support
Tech Stack
Tools & technologiesTableau
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Benefits
Comp & perks- Hybrid working model
- Flexible working model
- Fair and supportive recruitment experience
- Recruitment process accommodations/adjustments
- Employment subject to satisfactory completion of relevant background checks