What you'll do:
- Uplift the capability of your leadership team through effective ongoing development and coaching
- Ensure your direct reports are creating high performance cultures within their teams
- Build staff engagement across all teams, ensuring all teams understand their purpose and feel connected with the CX strategy
- Establish and refine leadership and operating frameworks as identified (success measures, absence management, high performance standards, experience excellence, quality and high compliance environment)
- Collaborate with the Customer Experience Managers in New Zealand to create alignment and operational cohesion, ensuring the right level of consistency with the global support model
- Collaborate and participate as a member of the senior global CX leadership team ensuring alignment and execution across the CX Strategy, key communications are cascaded in a timely manner, and all teams are operating within a robust operational framework which optimises the customer experience
- Ensure the AU CX Team executes against the global workforce planning strategy by meeting the required inputs of the capacity plan (hiring, performance, shrinkage, attrition)
- Be a strong change ambassador, ensuring CX change is successfully adopted and well understood
- Advocate for needs across people, customer and operations
What you'll bring:
- Prior experience managing a contact centre leadership team with overall responsibility for as many as 100 employees, ideally in a complex, fast paced customer support environment
- Proven success in operational leadership, driving improved customer outcomes across multiple channels and enquiry types
- Strong leadership skills with the ability to coach, motivate and build the capability of leaders in a high change environment
- Ability to build and maintain effective relationships at a regional and global level
- Experience designing operations for scalability and flexibility
- Growth and development mindset
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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.
