What you’ll do
- Participate as a member of the global CX leadership team to deliver on our CX Strategy, objectives, key results and strategic initiates (OKRs)
- Uplift the capability of your team through effective ongoing development and coaching
- Lead a high performance culture in your teams, celebrating success and proactively managing underperformance in a meaningful way
- Ensure your teams are delivering on the workforce planning requirements in our global operating plan, including Specialist availability, leave management, and productivity goals
- Play a key role in change leadership, ensuring changes are well understood and adopted
- Provide outstanding leadership and motivation to the team balancing empowerment and autonomy while ensuring accountability
- Collaborate closely with a number of operational supporting roles to ensure the team is equipped to deliver on the operating plan together with being prepared to support business change
- Proactively engage with customers as required off the back of their feedback and be the point of escalation when there is an aggrieved customer needing assistance
- Attract, recruit and retain capable individuals, building on and complementing the diversity of our team.
What you’ll bring with you
- Experience leading or managing a team, ideally in a customer support environment
- Experience in accounting and/or small business is a bonus
- Proven ability to balance the needs of the individual with the needs of the business
- Proven ability to navigate areas of conflict in an open, positive and proactive way
- A people and customer driven mindset
- Living our vision & values in decision making, communication, day-to-day activities and behaviours
- Leadership and coaching. Has an adaptive and collaborative style that meets the needs of the individual or group. Has a range of appropriate responses — knows when to step in and step back. Celebrates others’ successes with them and helps others learn when things don’t go as planned
- Relationship building. Successfully builds trust and credibility with direct reports, peers and stakeholders across all levels of the business.
- Excellent organisation and time management skills
- A growth mindset, change is your friend and you are able to bring others with you on the journey with no fuss
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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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Xero Teams
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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.
