Customer Incident Response Lead (Hybrid)

Xero; Auckland; Hybrid; NZD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Xero is seeking an Incident Manager to orchestrate major and minor incidents, guiding cross-functional teams from investigation through post-incident review. You will balance urgent crisis response with strategic improvements to protect customer trust.

You will build robust processes, ownership of incident registers, and clear customer communications, enabling teams to respond confidently and reduce recurring issues.

Qualifications

• Strong stakeholder management skills and ability to influence across levels.
• Proven track record in leading teams through high-pressure incidents.
• Customer-focused mindset to minimise impact and communicate clearly.
• Experience managing major incidents or complex issues and delivering projects.

Responsibilities

• Own incident management end-to-end from investigation to post-incident reviews.
• Balance rapid crisis response with strategic problem-solving to reduce disruption.
• Coordinate cross-functional teams to implement short-term fixes and long-term solutions.
• Lead post-incident reviews and recommendations to prevent recurrence.

Skills

Stakeholder management

Decision making under pressure

Relationship building

Customer service focus

Incident management

Cross-functional coordination

Job description

Xero is seeking an Incident Manager to orchestrate major and minor incidents, guiding cross-functional teams from investigation through post-incident review. You will balance urgent crisis response with strategic improvements to protect customer trust.

You will build robust processes, ownership of incident registers, and clear customer communications, enabling teams to respond confidently and reduce recurring issues.