What you'll do
- Be the face of CX in Auckland, leading and inspiring a leadership team of around 80, fostering a high-performance culture and strong engagement across the site.
- Drive operational excellence for the CX function, ensuring teams are aligned on priorities, processes, and communications to deliver seamless, world-class customer experiences.
- Collaborate with the global CX leadership team to ensure alignment, operational cohesion, and effective communication across the wider organisation.
- Build and refine leadership and operating frameworks covering performance standards, success measures, quality, compliance, and workforce planning.
- Champion change initiatives, embedding new tools, technology, and AI to enhance capabilities and outcomes, while advocating for customers and the organisation.
- Act as a senior escalation point for complex customer or people matters, ensuring effective resolution and maintaining strong relationships across the global CX leadership network.
What you'll bring with you
- Proven experience leading and developing leaders across multiple teams in a complex, fast-paced customer support or contact centre environment.
- Strong track record in driving operational excellence, process improvement, and high-performance outcomes across multiple channels.
- Ability to stretch and grow the capability of a dynamic leadership team while motivating people at all levels.
- Comfortable applying new technology, tools, and AI to improve customer experience and team performance.
- A pragmatic, innovative mindset with a focus on scalable solutions, seamless execution, and continuous improvement.
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What We Do
Xero is small business accounting software that provides a platform on which businesses can build a fully integrated solution. It’s designed to make life better for people in small business, their advisors, and communities around the world. Xero minimises tedious admin by automating routine tasks, delivers valuable insights when needed, and brings together business data, trusted advisors, and powerful apps in one intuitive platform. By alleviating pain points, Xero empowers small business owners to supercharge their business, simplifying the complex and freeing up time from manual admin so they can focus on what really matters to build the business they’ve always envisaged.
Why Work With Us
Xero is a human-centric organization where you’ll have a tangible impact on the success of small businesses and their communities, globally. Our team of energised, forward-thinkers work to make life better for our customers and each other every day. We’re also always committed to supporting you with a flexible environment.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.
