External Posting @Xero

Overview

The role of Head of CX Operations at Xero involves leading operational strategy and execution across Customer Experience, ensuring teams deliver exceptional customer outcomes while improving efficiency and business performance.

Key Responsibilities

• Lead the operations function supporting Melio Customer Experience teams, aligning operational capabilities to business priorities and customer needs.
• Develop and execute operational strategies, frameworks, and processes for effective scaling of CX teams.
• Own operational performance management, establishing metrics, reporting, and insights for accountability and decision making.
• Partner with CX Analytics to create dashboards for visibility into customer outcomes and operational health.
• Manage Workforce Management, Quality Assurance, and CX Systems Operations while promoting continuous improvement.
• Identify opportunities to enhance productivity, efficiency, and customer experience through process optimization.
• Lead strategic projects and change initiatives in collaboration with cross-functional teams.
• Partner with Product and Engineering to improve products and customer experiences based on feedback loops and insights.
• Support operational planning, goal setting, prioritization, resource planning, and investment decisions.
• Advise CX and business leaders using data and operational expertise.
• Build and develop a high-performing operations team, fostering an environment of innovation and career growth.
• Manage risks related to operational responsibilities and ensure compliance with regulatory obligations.

Requirements

• Experience in strategic operational leadership and translating business priorities into scalable operating models.
• Strong business acumen with an understanding of how operational decisions influence outcomes.
• Exceptional stakeholder management and collaboration skills.
• Strong analytical and problem-solving skills; ability to use data for decision making.
• Experience leading change and continuous improvement initiatives.
• Strong communication and influencing skills, particularly with senior stakeholders.
• Customer-focused mindset with a passion for enhancing customer experiences.
• Proven experience in leading Customer Experience or Customer Support functions.
• Experience in building and scaling high-performing teams in a B2B SaaS or technology environment.
• Knowledge of CX platforms such as Zendesk and analytics tools like Tableau is preferred.
• B2B FinTech experience is preferred.

Benefits

Detailed benefits information is not provided in the listing.

Location

This position is based in the UK, specifically Manchester.

How to Apply

Application instructions are not specified in the listing.