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Xero is seeking a Customer Incident Manager to lead incident response and management from the customer perspective. You will orchestrate major and minor incidents end-to-end, from investigation and impact assessment through post-incident reviews and preventative recommendations.
Key responsibilities include:
- Managing customer-facing communications during incidents to keep stakeholders informed and reassured
- Coordinating cross-functional teams (engineering, product, support, leadership) to implement short-term fixes and long-term solutions
- Building and refining incident management processes and incident registers to prevent issues before they occur
- Conducting post-incident reviews and developing recommendations to reduce recurrence
- Balancing immediate crisis response with strategic problem-solving to minimize customer disruption
You will work at the heart of Xero's customer operations, treating every issue as an opportunity to strengthen organizational resilience. The role requires working across geographic regions and departments in a fast-paced environment.
The team values problem-solvers who bring rigor and human empathy to incident response, with a genuine customer service mentality. You'll influence across all levels, challenge assumptions respectfully, and coordinate specialist teams autonomously while knowing when to collaborate.
Workplace: Hybrid arrangement of 3 days in office (260 Burwood Rd, Melbourne) 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 make informed decisions and lead teams through high-pressure situations
- Demonstrated ability to build relationships and collaborate effectively across all organizational levels
- Genuine customer service mentality with focus on minimizing customer impact and maintaining clear communication
- Ability to work autonomously while coordinating specialist teams across regions
- Initiative-taking mindset comfortable operating in fast-paced, high-profile environments without waiting for perfect clarity
Note: The company encourages applications even if experience is not a perfect match, hiring based on skills, passion, and unique perspective.
