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Xero is seeking a Head of CX Operations to lead operational strategy and execution across the Melio Customer Experience function. You will own the operational capabilities supporting CX teams, including Workforce Management, Quality Assurance, Knowledge Management, Training, and CX Project Management. Your mandate is to build and evolve the operating model, processes, and insights required to enable teams to scale effectively while delivering exceptional customer outcomes.
Key responsibilities include developing and executing operational strategies and frameworks that enable CX teams to scale; establishing meaningful metrics, reporting, and insights to drive accountability and decision-making; partnering with CX Analytics to build dashboards providing visibility into customer outcomes and operational health; leading Workforce Management and Quality Assurance functions with continuous improvement focus; identifying opportunities to improve productivity and efficiency through process optimization and tooling improvements; leading strategic projects and change initiatives across cross-functional teams; partnering with Product and Engineering to improve products and customer experiences through structured feedback loops; supporting operational planning including goal setting, prioritization, and resource planning; acting as a trusted advisor to CX and business leaders; and building, coaching, and developing a high-performing operations team.
You will partner closely with leaders across Customer Experience, Product, Engineering, Data, Operations, Sales, Customer Success, and Finance to connect operational strategy with broader business goals. Success means delivering a scalable operating model that enables consistent, high-quality customer experiences; establishing clear metrics and insights for effective decision-making; achieving measurable gains in efficiency and customer outcomes; ensuring cross-functional alignment; consistently using customer and frontline insights to influence product improvements; successfully delivering strategic operational initiatives; and building engaged, high-performing teams supported to grow and develop.
