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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, working across engineering, product, support, and leadership teams to resolve issues quickly while maintaining clear customer communication.
Key responsibilities include:
- Managing incident investigation, impact assessment, and resolution coordination
- Owning post-incident reviews and developing recommendations to prevent recurrence
- Building and refining incident management processes and registers
- Managing customer-facing communications during incidents to keep stakeholders informed
- Coordinating cross-functional teams to implement both short-term fixes and long-term solutions
- Leading teams through high-pressure situations with informed decision-making
You will work at the heart of Xero's customer operations, collaborating across geographic regions and departments. The role requires balancing immediate crisis response with strategic problem-solving to minimize customer disruption and build trust.
The team is problem-solver focused, thriving in fast-paced environments with rigour and human empathy. You'll treat every issue as an opportunity to strengthen Xero's resilience and work autonomously while knowing when to escalate and collaborate.
Qualifications & Requirements:
- Strong stakeholder management skills with confidence to lead teams through high-pressure situations
- Proven experience managing major incidents or complex issues
- Track record of leading projects to successful delivery outcomes
- Genuine customer service mentality, prioritizing customer impact minimization
- Ability to influence across all levels and challenge assumptions respectfully
- Comfort working autonomously while coordinating specialist teams across regions
- Initiative-taking mindset to ship ideas, test solutions, and improve them in fast-paced environments
- Ability to make informed decisions without waiting for perfect clarity
