Customer Operations Performance Manager
Riga, LatviaFull-TimeManagerOperations
Skills
The role
- As a Customer Operations Performance 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
- Monday - Friday, 9:00-18:00
- As part of this role, you may be expected to work on Latvian public holidays.
What excites you
- Driving team productivity by optimising workload distribution and capacity planning.
- Owning and improving performance KPIs that guide the success of Customer Operations teams.
- Using data and reporting to provide clear insights, track progress, and recommend action.
- Supporting Supervisors and Team Leads with coaching, performance management, and structured development plans.
- Designing and embedding frameworks that help team members grow their skills and careers.
- Identifying gaps and inefficiencies in day-to-day operations and turning them into opportunities for improvement.
- Enhancing service quality through performance insights, Auto QA, and best practice sharing.
- Optimising and automating performance tooling and reporting to improve efficiency, accuracy, and decision-making.
- Playing a key role in empowering high-performing, motivated, and resilient Merchant Operations teams.
What excites us
- You are passionate about people development and team performance.
- You have experience in managing KPIs, workload optimisation, or performance reporting.
- You can translate data into meaningful insights and actions.
- You enjoy coaching leaders and building strong development pathways for staff.
- You are detail-oriented yet able to keep focus on long-term team and business goals.
- You thrive in dynamic environments and can adapt performance frameworks as the organisation evolves.
- You are motivated by balancing operational excellence with employee well-being.
- You bring energy, structure, and initiative to help Customer Operations teams thrive.
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: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.
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
