Customer Incident Manager @Xero

Overview

The Customer Incident Manager at Xero is responsible for managing both major and minor incidents from the customer's perspective. The role involves collaborating with various teams to ensure swift solutions and clear communication during incidents, while also focusing on long-term problem-solving to enhance customer trust.

Key Responsibilities

• Own incident management from investigation and impact assessment to post-incident reviews.
• Build systems and processes to help teams respond confidently and prevent incidents.
• Manage customer-facing communications during incidents to keep stakeholders informed.
• Coordinate cross-functional teams for immediate fixes and long-term solutions.
• Conduct post-incident reviews and make recommendations to reduce recurrence.

Requirements

• Strong stakeholder management skills, capable of making informed decisions in high-pressure situations.
• Ability to build relationships and collaborate effectively across all levels.
• Customer service mentality that prioritizes minimizing customer impact.
• Proven experience managing major incidents or complex issues.
• Ability to coordinate specialist teams and work autonomously when necessary.
• Willingness to take initiative and test solutions in fast-paced environments.

Benefits

The role offers a hybrid working arrangement of 3 days in the office and 2 days working from home.

Location

This position is based in New Zealand, Auckland, with a hybrid working model.

How to Apply

To apply for this position, please submit your application through the Xero careers page.