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Xero is seeking a Customer Incident Manager to lead incident response and management across the organization. In this role, you will orchestrate major and minor incidents from the customer perspective, working cross-functionally with engineering, product, support, and leadership to resolve issues quickly and minimize customer disruption.
You will own the full incident management lifecycle: investigation and impact assessment, customer-facing communications, cross-functional coordination, and post-incident reviews that drive systemic improvements. You'll build and refine incident management processes and registers designed to prevent issues before they occur, making you instrumental in strengthening customer trust and organizational resilience.
The incident management team operates at the heart of Xero's customer operations, coordinating across geographic regions and departments. Team members are problem-solvers who thrive in fast-paced environments, bringing both rigor and human empathy to every response. You'll treat every incident as an opportunity to strengthen Xero's systems and culture.
Key responsibilities include:
- Building and refining incident management processes and incident registers
- Managing customer-facing communications during incidents to keep stakeholders informed and reassured
- Coordinating cross-functional teams to implement short-term fixes and long-term solutions
- Conducting post-incident reviews and developing recommendations to reduce recurrence
- Leading teams through high-pressure situations with informed decision-making
- Influencing across all organizational levels and challenging assumptions respectfully
The role is hybrid: 3 days in the Auckland office (Xero 4, 96 St Georges Bay Rd, Levels 2 & 3) and 2 days working from home.
QUALIFICATIONS & REQUIREMENTS:
- Proven experience managing major incidents or complex issues
- Track record of leading projects to successful delivery outcomes
- Strong stakeholder management skills with confidence to lead teams through high-pressure resolution
- Demonstrated ability to build relationships and collaborate effectively across all levels
- Genuine customer service mentality with focus on minimizing customer impact and maintaining clarity
- Ability to coordinate specialist teams across regions and work autonomously while knowing when to collaborate
- Initiative and comfort operating in fast-paced, high-profile environments without waiting for perfect clarity
- Note: Xero encourages applications even if experience isn't a perfect match, hiring based on skills, passion, and perspective.
