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You will lead Xero's incident management function, orchestrating response to major and minor incidents from the customer perspective. Your responsibilities span the full incident lifecycle: investigation, impact assessment, cross-functional coordination, customer-facing communications, post-incident reviews, and preventative process improvements.
You'll work at the intersection of engineering, product, support, and leadership, coordinating teams across geographic regions to resolve issues quickly while maintaining customer trust and transparency. The role balances immediate crisis response with strategic problem-solving—managing both short-term fixes and long-term solutions that reduce recurrence.
Key focus areas include building and refining incident management processes and registers, managing stakeholder communications during incidents, coordinating cross-functional teams to implement solutions, and conducting post-incident reviews that drive organizational learning.
You'll need strong stakeholder management skills and the confidence to lead teams through high-pressure situations. You're a natural collaborator who can influence across all levels, challenge assumptions respectfully, and build relationships that enable complex problem-solving. A genuine customer service mentality is essential—every decision prioritizes minimizing customer impact and keeping stakeholders informed with clarity.
You bring proven experience managing major incidents or complex issues, with a track record of leading projects to successful delivery. You work autonomously but know when to collaborate, thrive in fast-paced environments, and take initiative to ship ideas, test solutions, and improve them without waiting for perfect clarity.
The role is hybrid: 3 days in Xero's Auckland office (96 St Georges Bay Rd, Level 2 & 3) and 2 days working from home.
