Customer Operations Performance Manager

TL;DR

Customer Operations Performance Manager: Scaling and optimizing operational processes for a global bank payment company with an accent on driving team productivity, improving performance KPIs, and leveraging data for insights. Focus on designing frameworks for career growth, identifying inefficiencies, and enhancing service quality through performance insights.

Location: Hybrid in Riga, Latvia. The role may require working on Latvian public holidays.

Company

hirify.global is a global bank payment company processing US$130bn+ payments annually across 30+ countries, using AI-powered solutions to improve payment success and reduce fraud.

What you will do

• Scale, optimize, and create sustainable operational processes for Customer Operations.
• Drive team productivity by optimizing workload distribution and capacity planning.
• Own and improve performance KPIs that guide the success of Customer Operations teams.
• Support Supervisors and Team Leads with coaching and performance management.
• Design and embed frameworks for team members' skill and career growth.
• Optimize and automate performance tooling and reporting.

Requirements

• Experience in managing KPIs, workload optimisation, or performance reporting.
• Ability to translate data into meaningful insights and actions.
• Enjoy coaching leaders and building strong development pathways for staff.
• Detail-oriented yet able to keep focus on long-term team and business goals.
• Ability to thrive in dynamic environments and adapt performance frameworks.
• Passion for people development and team performance.

Culture & Benefits

• Hybrid Working model with in-office days determined by your team.
• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
• Equity for all permanently employed staff.
• Tailored parental leave.
• Annual holiday leave supplemented by 3 volunteer days and 4 wellness days.
• Dedicated wellbeing support and medical cover.