SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
You will lead incident management end-to-end at Xero, orchestrating responses to major and minor incidents from the customer perspective. Your responsibilities include investigating incidents, assessing customer impact, coordinating cross-functional teams (engineering, product, support, leadership), managing customer-facing communications, and conducting post-incident reviews to prevent recurrence.
You'll build and refine incident management processes and incident registers to strengthen Xero's resilience and reduce issues before they occur. The role requires balancing immediate crisis response with strategic problem-solving, ensuring customers experience minimal disruption and maintain clarity throughout incidents.
Key responsibilities:
- Own incident management workflows from investigation through post-incident recommendations
- Lead cross-functional coordination across geographic regions and departments
- Manage stakeholder communications during high-pressure situations
- Develop processes and systems that enable confident team response
- Drive continuous improvement through post-incident analysis
You'll need strong stakeholder management skills, the confidence to lead teams through high-pressure situations, and proven experience managing major incidents or complex issues. You should demonstrate genuine customer service mentality, influence across all organizational levels, and the ability to challenge assumptions respectfully. The ideal candidate thrives in fast-paced environments, takes initiative, ships ideas quickly, tests solutions, and improves iteratively. You'll coordinate specialist teams autonomously while knowing when to collaborate, and you'll prioritize minimizing customer impact in every decision.
The role is hybrid: 3 days in the Wellington office (Xero One, 19-23 Taranaki St) and 2 days working from home.
