Customer Operations Excellence Manager

Customer Operations Excellence Manager

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments, and open banking.

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress, or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal, and the United States.

At GoCardless, we're all about supporting you! We're committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we're here to help!

And remember: we don't expect you to meet every single requirement. If you're excited by this role, we encourage you to apply!

The Role

As a Customer Operations Excellence Manager, you will work closely with the Customer Operations team based in Riga and Leeds. You will be responsible for scaling, optimizing, and, at times, creating sustainable operational processes that will help the business evolve and thrive in the Open Banking industry. This role is vital to the successful delivery of the company's objectives and ensuring we're supporting our Customers' journey from day one.

If you're eager to make your mark and are looking for an exciting challenge, this may be your role. Your team will be working closely with our customers and touching base with a variety of teams and stakeholders within GoCardless.

You'll also have the opportunity to develop people's careers by helping them do their job effectively and efficiently.

Location: Riga, Latvia

Working hours: As part of this role, you may be expected to work on Latvian public holidays.

What Excites You

• Leading initiatives to automate repetitive processes, reduce manual effort, and unlock efficiency.
• Evaluating and optimizing the use of customer service systems and tools to enable smarter, faster operations.
• Driving alignment across teams by standardizing workflows that are scalable and system-driven.
• Partnering with QA, Training, and other stakeholders to ensure process adherence, consistency, and continuous development.
• Shaping the future of customer operations by embedding AI-powered workflows and omni-channel support solutions.
• Building a culture of operational excellence, where best practices are shared and applied across the organization.
• Turning complex challenges into simple, effective solutions that improve both customer and team experience.
• Looking ahead and preparing the Customer Operations team for growth through scalable processes, digital adoption, and supplier oversight.

What Excites Us

• You are passionate about customer satisfaction and operational excellence.
• You have strong experience in process optimization, service systems, or automation initiatives.
• You can translate complex needs into practical, scalable solutions.
• You thrive on cross-team collaboration and can bring structure where there is ambiguity.
• You are curious, forward-looking, and excited about the role of AI in transforming customer operations.
• You are a natural problem-solver with a continuous improvement mindset.
• You can balance detail orientation with big-picture thinking, making smart decisions that scale.
• You bring energy, ownership, and resilience to driving change.

Salary range - the expected base salary range for this position is between €43,200 - €64,800 (gross) per year. Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets, and parity between you and fellow employees at GoCardless doing similar work.

The Good Stuff!

• Wellbeing: Dedicated support and medical cover to keep you healthy.
• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
• Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
• Equity: All permanently employed GeeCees get equity to share in our success.
• Parental leave: Tailored leave to support your life's great adventure.
• Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.

Life at GoCardless

We're an organization defined by our values; we start with why before we begin any project, to ensure it's aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We're building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here's where we stand:

• 45% identify as women
• 23% identify as Black, Asian, Mixed, or Other
• 10% identify as LGBTQIA+
• 9% identify as neurodiverse
• 2% identify as disabled

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report.

Sustainability at GoCardless

We're committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we're working towards a climate-positive future. Check out our sustainability action plan here.

Find out more about Life at GoCardless via X, Instagram, and LinkedIn.