At a Glance
- Tasks: Manage customer incidents, ensuring quick solutions and clear communication.
- Company: Join Xero, a dynamic tech company focused on customer operations.
- Benefits: Enjoy hybrid work, competitive salary, and opportunities for growth.
- Other info: Collaborative team environment with a focus on innovation and resilience.
- Why this job: Be the hero in crisis situations, making a real difference for customers.
- Qualifications: Strong stakeholder management and incident management experience required.
The predicted salary is between 82800 - 101200 $ per year.
The role & its impact
When incidents happen, every second counts. You'll be the key orchestrator managing major and minor incidents from the customer's perspective—working across teams to find solutions fast and keep everyone informed. You'll balance immediate crisis response with strategic problem-solving, ensuring customers experience minimal disruption and have clarity on what's happening and why.
You'll own incident management end-to-end: from investigation and impact assessment through to post-incident reviews and recommendations that prevent problems from happening again. You'll build the systems and processes that help teams respond confidently and reduce incidents before they occur, making you instrumental in building customer trust.
The team & how they connect
The incident management team works at the heart of Xero's customer operations, coordinating across engineering, product, support, and leadership to respond to issues that affect our customers. They're problem-solvers who thrive in fast-paced environments, bringing rigour and human empathy to every incident response. The team collaborates across geographic regions and departments, treating every issue as an opportunity to strengthen Xero's resilience.
The team is currently working on / Initially, the role may focus on:
- Building and refining incident management processes and incident registers to prevent issues before they occur
- Managing customer-facing communications during incidents to keep stakeholders informed and reassured
- Coordinating cross-functional teams to implement both short-term fixes and long-term solutions
- Post-incident reviews and recommendations that help reduce recurrence
Where and how you can work
This role has a hybrid working arrangement of 3 days working from our offices and 2 days working from home.
Here are some of the things we are looking for:
- Strong stakeholder management skills, with the confidence to make informed decisions and lead teams through high-pressure situations toward resolution.
- Thrive on building relationships and collaborating effectively—your ability to influence across all levels and challenge assumptions respectfully makes you a natural leader in complex situations.
- A genuine customer service mentality, ensuring every decision prioritises minimising customer impact and keeping them informed with clarity.
- Proven experience managing major incidents or complex issues, alongside a track record of leading projects to successful delivery outcomes.
- Coordinate specialist teams across regions and bring the right people to the table to solve problems—comfortable working autonomously but knowing when to collaborate.
- Ship ideas, test solutions, and improve them—taking initiative and pushing forward in fast-paced, high-profile environments without waiting for perfect clarity.
At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
Customer Incident Manager employer: Xero
Xero is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Melbourne or Sydney. As a Senior Mobile Engineer, you'll enjoy meaningful ownership of projects, opportunities for professional growth through mentoring, and the chance to influence the development of cutting-edge mobile applications that empower small businesses globally. With a strong focus on engineering excellence and a commitment to leveraging AI in workflows, Xero provides a supportive environment where your contributions have a real-world impact.
