Customer Incident Manager @Xero

Overview

The role of Customer Incident Manager at Xero involves managing major and minor incidents from the customer's perspective. The incumbent will orchestrate solutions across teams while balancing immediate crisis response with strategic problem-solving to ensure minimal customer disruption.

Key Responsibilities

• Own end-to-end incident management, including investigation, impact assessment, and post-incident reviews.
• Build systems and processes to help teams respond confidently and reduce incidents.
• Manage customer-facing communications during incidents to keep stakeholders informed.
• Coordinate cross-functional teams to implement both short-term fixes and long-term solutions.
• Conduct post-incident reviews and provide recommendations to prevent recurrence.

Requirements

• Strong stakeholder management skills and the confidence to lead teams through high-pressure situations.
• Ability to build relationships and influence across all levels effectively.
• Proven experience in managing major incidents or complex issues.
• Demonstrated customer service mentality prioritizing customer impact.
• Ability to coordinate teams and work autonomously with effective collaboration.
• Proactive in testing solutions and improving processes in fast-paced environments.

Benefits

This role features a hybrid working arrangement of three days in the office and two days working from home.

Location

Hybrid working arrangement based in Australia.

How to Apply

Please submit your application through the Xero careers page.