Operations Manager - Melio

Our Purpose At Xero, we’re here to supercharge small businesses. By making small business more efficient every day, connecting them with big business technology and empowering a community behind them, their potential is limitless. When that happens, we’re not only helping small business, we’ll be building a stronger economy that can change the world. How you’ll make an impact As the Operations Manager - Melio, you will lead operational strategy and execution across Customer Experience, enabling teams to deliver exceptional customer outcomes while improving efficiency, scalability, and business performance. You will have accountability for the operational capabilities that support CX teams, including Workforce Management, Quality Assurance, Knowledge Management, Training, and CX Project Management. You will build and evolve the operating model, processes, and insights required to enable teams to scale effectively and deliver against business priorities. Partnering closely with leaders across Customer Experience, Product, Engineering, Data, Operations, Sales, Customer Success, and Finance, you will connect operational strategy with broader business goals. Through data-driven insights, continuous improvement, and strong cross-functional collaboration, you will identify opportunities, drive execution, and improve the customer and employee experience. What you’ll do • Lead the Operations function supporting Melio Customer Experience teams, ensuring operational capabilities are aligned to business priorities and customer needs. • Develop and execute operational strategies, frameworks, and processes that enable CX teams to scale effectively. • Own operational performance management, establishing meaningful metrics, reporting, and insights to drive accountability and decision making. • Partner with CX Analytics to build dashboards and reporting that provide visibility into customer outcomes, operational health, and business impact. • Lead Workforce Management, Quality Assurance, CX Systems Operations, ensuring alignment and continuous improvement. • Identify opportunities to improve productivity, efficiency, and customer experience through process optimisation, tooling improvements, and operational innovation. • Lead strategic projects and change initiatives, partnering with cross-functional teams to successfully deliver and embed improvements. • Partner with Product and Engineering teams to improve products, processes, and customer experiences through structured feedback loops and operational insights. • Support operational planning, including goal setting, prioritisation, resource planning, and investment decisions. • Act as a trusted advisor to CX and business leaders, providing recommendations based on data, insights, and operational expertise. • Build, coach, and develop a high-performing operations team, creating an environment that supports innovation, inclusion, and career growth. • Proactively understand and manage risks as they relate to your role. • Proactively understand and manage compliance and regulatory obligations for your areas of responsibility. Success looks like • Melio CX teams have a scalable operating model that enables consistent, high-quality customer experiences. • Operational performance is measured through clear metrics and insights that enable effective prioritisation and decision making. …