Head of CX Operations, Xero
Office located in Landmark St/St Peter's Square/Oxford St, Manchester
Accounting software for small businesses
Be an early applicant
Accounting software for small businesses
1001+ employees
Be an early applicant
Office located in Landmark St/St Peter's Square/Oxford St, Manchester
1001+ employees
Company mission
To make life better for people in small business, their advisors, and communities around the world.
Role
Who you are
- Strategic operational leadership, with the ability to translate business priorities into scalable operating models
- Strong business acumen and understanding of how operational decisions impact customer, employee, and commercial outcomes
- Exceptional stakeholder management skills, with the ability to influence and collaborate across all levels of an organisation
- Strong analytical and problem-solving capability, using data to identify opportunities and drive decisions
- Experience leading change, transformation, and continuous improvement initiatives
- Strong communication skills, with the ability to influence senior stakeholders and clearly articulate operational strategy
- Customer-focused mindset with a passion for improving customer experiences
- 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 strong 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
What the job involves
- As the Head of CX Operations - 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
- Through data-driven insights, continuous improvement, and strong cross-functional collaboration, you will identify opportunities, drive execution, and improve the customer and employee experience
- 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
- Improvements to processes, tooling, and ways of working deliver measurable gains in efficiency and customer outcomes
- Cross-functional teams are aligned through effective planning, communication, and execution
- Customer and frontline insights are consistently used to influence product improvements and business decisions
- Strategic operational initiatives are delivered successfully and achieve measurable impact
- Teams are engaged, high performing, and supported to grow and develop
Our take
For a long time, high-quality financial services have been reserved for large-scale businesses. Xero solves this problem by giving small businesses, accountants, and bookkeepers access to best-in-class finance and accounting solutions.
Xero is one of the largest companies of its kind, with its promise to save time and effort for small business owners - who often don’t have in-house accounting teams - capturing interest and allowing the company to scale. It has a strong rival in Intuit QuickBooks, which offers similar services, but competes by being most effective for growing startups and having an incredibly simple user experience.
A series of acquisitions and partnerships, including the purchase of Instafile in 2018, have consolidated Xero’s market share. The company continues to add new integrations, such as with Vehocheck Workshop Manager, and the 2023-launched Beautiful Business Fund that will help small businesses accelerate growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company HQ
Te Aro, Wellington, Wellington
Leadership
Prior to Xero, she founded Boardlist and Joyus. She also served as the CEO of Polyvore and as a President of Asia Pacific and Latin America Operations at Google.
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