Operations Manager

• 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

• 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 Fin Tech 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

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.

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

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

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

• B2B Fin Tech
• Financial Services
• Payments
• Regulatory Compliance
• Customer Support

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