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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 teams to resolve issues quickly and minimize customer disruption.
Key responsibilities include:
- Owning end-to-end incident management: investigation, impact assessment, resolution coordination, and post-incident reviews
- Building and refining incident management processes and incident registers to prevent issues proactively
- Managing customer-facing communications during incidents to keep stakeholders informed and reassured
- Coordinating cross-functional teams to implement both short-term fixes and long-term solutions
- Conducting post-incident reviews and developing recommendations to reduce recurrence
- Leading teams through high-pressure situations with strong stakeholder management and decision-making
You will thrive in a fast-paced environment, balancing immediate crisis response with strategic problem-solving. The role requires strong relationship-building skills, the ability to influence across all organizational levels, and a genuine customer service mentality. You should have proven experience managing major incidents or complex issues, with a track record of leading projects to successful delivery. The ideal candidate is comfortable working autonomously while knowing when to collaborate, takes initiative in high-profile environments, and can ship ideas, test solutions, and iterate quickly.
This is a hybrid role based in Melbourne, requiring 3 days in office and 2 days working from home.
