Customer Experience Manager (AKL)

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

In this role, you’ll be responsible for leading the Auckland Customer Experience (CX) teams, driving word class service across customer outcomes, people, operations, and alignment against the CX strategy. You’ll empower and motivate the teams to deliver on both experience and performance expectations and ensure that these teams are highly engaged and our customers are incredibly well supported. You’ll be accountable for a portfolio of CX operational delivery for NZ, and ensure strong connection and cohesion into the CX global support model.

What you'll do

• The role involves uplifting the capability of the leadership team through effective development and coaching, ensuring direct reports create high-performance cultures and drive staff engagement connected to the CX strategy.
• Accountability is held for the operational execution of a CX portfolio, ensuring functional teams across all three NZ CX sites are aligned on priorities, communications, and processes, delivering seamless operational outcomes.
• Strong collaboration is essential with the other New Zealand Customer Experience Manager to create ANZ alignment and operational cohesion, and with the senior global CX leadership team for strategic execution and timely communication.
• The position requires establishing and refining leadership and operating frameworks related to success measures, absence management, high performance standards, experience excellence, quality, and compliance.
• A core function is ensuring the leadership team executes the global workforce planning strategy by managing capacity plan inputs, and collaborating effectively with the Talent Experience team to hire top CX talent.
• The incumbent acts as a strong change ambassador, ensuring CX change is successfully adopted and understood, advocating for people, customer, and operational needs, and anchoring team rhythms in customer-centric outcomes.
• The role includes serving as the escalation point for aggrieved customers and supporting regional stakeholders on customer-related issues, with all people or customer-related issues managed or escalated for effective resolution.
• Results are consistently achieved, and mitigation plans are proactively implemented for underperformance, all while fostering effective relationships across the global CX Leadership Team and serving as a senior ambassador for CX values and the global support model.

What you'll bring with you

• Prior experience managing a team of people across multiple functions, ideally in a complex, fast paced customer support environment.
• Proven success in operational leadership, driving improved customer outcomes across multiple channels and enquiry types.
• The ability to stretch the capability of a dynamic leadership team is essential, especially in a high-change environment.
• The role demands an ability to lead and motivate team members at multiple levels, alongside building and maintaining effective relationships regionally and globally.
• Operational excellence, seamless execution, and strong business acumen are critical within a support environment.
• Excellent organizational and time management skills are required, complemented by sound judgment, initiative, self-management, and flexibility.
• Diligence and a commitment to following through and resolving problems are key attributes, along with excellent communication skills.
• An innovative mindset is expected, demonstrating the ability to think outside the box, design for scalability and flexibility, and foster a strong growth and development mindset.

Why Xero?

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.