Customer Incident Manager

Manage customer-facing incident response end-to-end for Xero One, focusing on reducing customer disruption. Join the incident management team coordinating across engineering, product, support, and leadership.

What you'll do

• Own incident response from investigation through post-incident review
• Build and refine incident processes and incident registers
• Coordinate cross-functional teams for short-term fixes and long-term solutions
• Manage customer-facing communications during incidents
• Run post-incident reviews and recommend recurrence prevention

What they're looking for

• Strong stakeholder management and decision-making under pressure
• Ability to build relationships and influence across levels
• Customer service mentality focused on minimising customer impact
• Proven experience managing major incidents or complex issues
• Experience leading projects to successful delivery outcomes

Skills

• incident management
• stakeholder management
• customer communications
• post-incident review
• cross-functional coordination

Summary written by StartupJobs from the company's listing. The full listing is on the company's website.