Customer Incident Orchestrator

Apply; Wellington; Hybrid; NZD 110,000 - 140,000; Full time

Job summary

Xero in Wellington is looking for an experienced Incident Manager to orchestrate incident response across engineering, product and support teams. You will lead investigations, assess impact and communications, and drive improvements to reduce recurrence and protect customer trust.

You will build robust processes, registers and playbooks to enable fast, coordinated responses. The role blends crisis management with strategic problem-solving in a hybrid work setup.

Qualifications

• Experience managing major incidents or complex issues.
• Ability to lead cross-functional teams through high-pressure situations.
• Strong customer-facing communication skills and a focus on minimizing impact.

Responsibilities

• Own incident management end-to-end from investigation through to post-incident reviews and recommendations.
• Coordinate cross-functional teams to implement short-term fixes and long-term solutions.
• Manage customer-facing communications during incidents to keep stakeholders informed and reassured.
• Develop processes and registers to prevent recurrence and build resilience.

Skills

Stakeholder management

Decision making under pressure

Cross-functional leadership

Customer service mindset

Incident management

Project delivery

Job description

Xero in Wellington is looking for an experienced Incident Manager to orchestrate incident response across engineering, product and support teams. You will lead investigations, assess impact and communications, and drive improvements to reduce recurrence and protect customer trust.

You will build robust processes, registers and playbooks to enable fast, coordinated responses. The role blends crisis management with strategic problem-solving in a hybrid work setup.