Customer Incident Manager @Xero

Overview

The Customer Incident Manager will be responsible for managing major and minor incidents from the customer's perspective, ensuring minimal disruption and clarity during crises. The role encompasses incident management from investigation through to post-incident reviews, thereby enhancing customer trust.

Key Responsibilities

• Build and refine incident management processes and registers to prevent issues before they occur.
• Manage customer-facing communications during incidents to keep stakeholders informed.
• Coordinate cross-functional teams to implement short-term fixes and long-term solutions.
• Conduct post-incident reviews and provide recommendations to reduce recurrence.

Requirements

• Strong stakeholder management skills with the ability to make informed decisions in high-pressure situations.
• A natural leader who can build relationships and influence others respectfully.
• Demonstrated customer service mentality, prioritizing customer impact and clear communication.
• Proven experience in managing major incidents and leading projects to successful outcomes.
• Ability to coordinate specialist teams and work autonomously when necessary.
• Proactive in testing solutions and improving processes in fast-paced environments.

Benefits

Hybrid working arrangement with 3 days in the office and 2 days working from home.

Location

New Zealand

How to Apply

Apply even if your experience isn't a perfect match, as Xero values skills, passion, and unique perspectives.