Director, Customer Operations

Director, Customer Operations

We are looking for a results-driven and visionary Director of Customer Operations to lead and scale our global customer-facing teams. Based in our Riga office (HQ2), you'll be a key member of the Merchant Operations leadership team, owning the strategy and execution across Customer Support, KYC, and Onboarding. This role is pivotal in delivering a 24/7 seamless, compliant, and world-class experience for our diverse, international client base.

You will combine strategic thinking with hands-on leadership, driving operational excellence, embedding technology-led improvements, and inspiring a high-performing team of approx. 50 people spread across our London, Leeds, and Riga locations.

What Excites You

• Set the Vision & Strategy – Define and execute the long-term strategy for Customer Operations, aligned with company objectives, market and customer needs.
• Lead & Inspire Teams – Manage and grow a global team, building a culture of accountability, innovation, and customer-first thinking.
• Drive Operational Excellence – Optimise processes for support, onboarding, and account management to improve efficiency, reduce friction, and scale effectively.
• Measure What Matters – Define, track, and analyse KPIs to drive continuous improvement in service delivery, customer satisfaction, and operational health.
• Work Cross-Functionally – Collaborate with Product, Engineering, Sales, and Compliance to ensure seamless customer journeys and proactive issue resolution.
• Champion Technology – Identify, adopt, and embed tools and systems that enhance productivity, simplify workflows, and elevate the customer experience.
• Ensure Compliance – Maintain adherence to financial regulations, data integrity, and risk management standards.
• Own Escalations & Relationships – Act as a senior point of contact for complex customer situations and strengthen key enterprise relationships.

What Excites Us

• Proven Leader – 7+ years in customer operations, customer success, or similar leadership roles in Tech/SaaS, Payments, or FinTech.
• Track Record of Scale – Demonstrated success in building and scaling operations across multiple geographies.
• Data-Driven Decision Maker – Skilled in defining KPIs, interpreting insights, and applying them to operational strategy.
• Change Agent – Experience leading transformation, introducing new tools, and improving processes.
• Strong Communicator – Exceptional English communication skills, able to influence across all levels and functions.
• Strategic & Hands-On – Comfortable switching between long-term planning and immediate operational problem-solving.
• Global Mindset – Experience managing culturally diverse teams and delivering for a global customer base.

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 organisation 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 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.