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Customer Incident Manager

Xero

Xero

Customer Service
Auckland, New Zealand
Posted on Wednesday, June 5, 2024
Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
How you’ll make an impact
As a Customer Incident Manager you’ll be managing major and minor incidents and issues from a customer perspective. Making sure that the right cross functional teams are included to identify and implement a solution/strategy that minimises risks. You’ll manage activities between different Xero teams to resolve these issues as quickly as possible, keeping key stakeholders informed. You’ll ensure customers have the information they need, are kept up-to-date, and the impact they experience is as minimal as possible.
You’ll be responsible for helping to create and implement incident registers and processes that help reduce the likelihood of incidents occurring and reoccurring, and provide a clear pathway to raise and resolve an issue. You’ll support and coordinate delivery within the team, ensuring projects and tasks are delivered within the expected timeframes.

What you’ll do

  • Be the key point of contact when managing a minor or major incident.
  • Investigate and evaluate incidents and issues, defining work streams required for incident resolution.
  • Clarify the impact to customers and business when a minor or major incident occurs.
  • Coordinate and manage specialist teams across geographic regions to find a considered solution to problems.
  • Look to implement both short term and long term solutions to problem areas causing incidents. Short term solutions to resolve the incident and longer term solutions to prevent the incident happening again.
  • Remedial analysis post incident/outage
  • Provide recommendations to stakeholders where you identify an area of risk that might lead to an incident.
  • Keep key stakeholders informed at all times.
  • Create and maintain models for tracking incidents and issues.
  • Ensure other team projects and tasks are delivered in a timely manner.

Success looks like

  • Issues and incidents are project managed to completion and remediated appropriately
  • Customers and their needs are considered in all activities, and impacts are minimised where possible
  • Customers are kept informed with targeted communications and provided with a #human explanation of what has happened and how they are impacted.
  • Teams are led in cross functional collaboration to find the best and most timely solutions for users
  • Key stakeholders are kept well informed throughout all issues/incidents
  • Key stakeholders understand the process of how incidents/issues will be managed, and what they are required to contribute to the process
  • Reviews and recommendations are provided to help reduce the possibility of the incident/issue recurring.

What you’ll bring with you

  • Critical competencies:
  • Strong skills in managing stakeholders expectations and business delivery, with the confidence to make informed decisions
  • Ability to build and maintain effective relationships, collaborating with key stakeholders
  • Excellent customer service mentality
  • Excellent organisation and time management skills
  • Sound judgement, initiative, ability to self manage, flexibility
  • Diligence and commitment to following through and resolving problems
  • Comfortable working autonomously and demonstrate initiative, proactiveness and planning skills
  • Ability to work within high pressure situations
  • Ability to challenge assumptions respectfully
  • Experience:
  • Proven experience leading projects with delivered outcomes
  • Strong stakeholder management experience - Executive level preferred
  • Experience in handling major and minor incidents and issues
  • Proven ability to influence outcomes at all levels in a variety of contexts
  • Experience managing fast paced, high profile projects.
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.