Head of CX Operations - Melio

📋 Description

• Lead the Operations function for Melio CX teams to align with priorities and customer needs.
• Develop and execute scalable CX operational strategies and processes.
• Own performance metrics, reporting, and insights to drive decisions.
• Partner with CX Analytics to build dashboards on customer outcomes and health.
• Oversee Workforce Management, Quality Assurance, and CX Systems Operations.
• Drive process improvements and operational innovation across teams.

🎯 Requirements

• Strategic operational leadership translating priorities into scalable models.
• Strong business acumen linking operations to customer and commercial outcomes.
• Exceptional stakeholder management across levels of the organisation.
• Analytical, data-driven decision making with problem solving.
• Experience leading change, transformation and continuous improvement.
• Customer-focused with ability to balance strategy and hands-on execution.