Customer Incident Manager

Manage customer-facing incident response and end-to-end incident management for Xero’s customer operations. Work within the incident management team coordinating across engineering, product, support, and leadership.

What you'll do

• Own incident management from investigation to post-incident review
• Build and refine incident processes and incident registers
• Coordinate cross-functional teams for short and long-term fixes
• Manage customer-facing communications during incidents

What they're looking for

• Strong stakeholder management and decision-making under pressure
• Ability to build relationships and influence across levels
• Customer service mentality prioritising minimal customer impact
• Proven experience managing major incidents or complex issues

Skills

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

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