Customer Incident Manager

Xero
Auckland
Workplace: HybridFull timeFunction: Program & Project Management (PMO)Skills: ["Stakeholder management","Relationship building","Customer service mindset","Leadership","Cross-functional collaboration"]

Orchestrate customer incidents end-to-end, managing major and minor issues from investigation and impact assessment through post-incident reviews and preventative recommendations. Coordinate cross-functional engineering, product, support, and leadership teams to deliver short-term fixes and long-term solutions, while providing clear customer-facing communications. Build incident management processes, registers, and response capabilities that reduce recurrence and minimise disruption, strengthening customer trust.

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FursaFursa
Xero
Xero
3 days ago

Customer Incident Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Orchestrate customer incidents end-to-end, managing major and minor issues from investigation and impact assessment through post-incident reviews and preventative recommendations. Coordinate cross-functional engineering, product, support, and leadership teams to deliver short-term fixes and long-term solutions, while providing clear customer-facing communications. Build incident management processes, registers, and response capabilities that reduce recurrence and minimise disruption, strengthening customer trust.
Location: Auckland
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Manage major and minor incidents from a customer perspective, including investigation and impact assessment.
  • •Own incident management end-to-end, including post-incident reviews and recommendations to prevent recurrence.
  • •Coordinate cross-functional teams to implement short-term fixes and long-term solutions.
  • •Create and refine incident management processes and incident registers to reduce incidents.
  • •Provide customer-facing communications during incidents to keep stakeholders informed and reassured.

Key Requirements

  • •Strong stakeholder management skills to make informed decisions and lead teams through high-pressure situations toward resolution.
  • •Experience managing major incidents or complex issues.
  • •Track record leading projects to successful delivery outcomes.
  • •Ability to build relationships and collaborate effectively across teams and levels, influencing with respectful challenge.
  • •Comfort working autonomously while coordinating specialist teams across regions to solve problems.
Skills:Stakeholder managementRelationship buildingCustomer service mindsetLeadershipCross-functional collaboration

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn