When incidents happen, every second counts. You'll be the key orchestrator managing major and minor incidents from the customer's perspective—working across teams to find solutions fast and keep everyone informed. You'll balance immediate crisis response with strategic problem-solving, ensuring customers experience minimal disruption and have clarity on what's happening and why.
You'll own incident management end-to-end: from investigation and impact assessment through to post-incident reviews and recommendations that prevent problems from happening again. You'll build the systems and processes that help teams respond confidently and reduce incidents before they occur, making you instrumental in building customer trust.
The team & how they connectThe incident management team works at the heart of Xero's customer operations, coordinating across engineering, product, support, and leadership to respond to issues that affect our customers. They're problem-solvers who thrive in fast-paced environments, bringing rigour and human empathy to every incident response. The team collaborates across geographic regions and departments, treating every issue as an opportunity to strengthen Xero's resilience.
The team is currently working on / Initially, the role may focus onBuilding and refining incident management processes and incident registers to prevent issues before they occur
Managing customer-facing communications during incidents to keep stakeholders informed and reassured
Coordinating cross-functional teams to implement both short-term fixes and long-term solutions
Post-incident reviews and recommendations that help reduce recurrence
This role has a hybrid working arrangement of 3 days working from our offices and 2 days working from home.
Here are some of the things we are looking forYou'll bring strong stakeholder management skills, with the confidence to make informed decisions and lead teams through high-pressure situations toward resolution.
You'll thrive on building relationships and collaborating effectively—your ability to influence across all levels and challenge assumptions respectfully makes you a natural leader in complex situations.
You'll demonstrate a genuine customer service mentality, ensuring every decision prioritises minimising customer impact and keeping them informed with clarity.
You'll bring proven experience managing major incidents or complex issues, alongside a track record of leading projects to successful delivery outcomes.
You'll Go Together by coordinating specialist teams across regions and bringing the right people to the table to solve problems—comfortable working autonomously but knowing when to collaborate.
You'll Go Fast by ship ideas, test solutions, and improve them—taking initiative and pushing forward in fast-paced, high-profile environments without waiting for perfect clarity.
Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
Skills Required
- Strong stakeholder management skills and confidence making informed decisions during high-pressure situations
- Ability to lead and coordinate cross-functional specialist teams toward incident resolution
- Strong relationship-building, collaboration, influencing, and respectful challenge skills
- Customer service mentality focused on minimizing customer impact and communicating clearly
- Proven experience managing major incidents or complex issues
- Track record of leading projects to successful delivery outcomes
- Ability to work autonomously and collaborate across geographic regions
- Ability to work effectively in fast-paced, high-profile environments and improve processes iteratively
Xero Compensation & Benefits Highlights
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Leave & Time Off Breadth — U.S. materials cite about 21 days PTO, 10 wellbeing days, five Xtra days, a volunteer day, and 12 paid holidays, plus an end‑of‑year shutdown. Company descriptions position this package toward the upper tier among midsize/large tech employers in the U.S. market.
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Parental & Family Support — Primary caregivers are described as eligible for up to 26 weeks of fully paid parental leave, with partner leave in some markets. Family‑forming support via Carrot and access to Modern Health for employees and immediate family reinforce depth in this area.
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Wellbeing & Lifestyle Benefits — Access to Modern Health, a funded ThrivePass wellbeing account (U.S.), and flexible/hybrid work are emphasized as part of a broader wellbeing strategy alongside ERGs and “Boost Day” events. Feedback suggests these programs contribute meaningfully to work‑life balance.
Xero Insights
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
Xero Offices
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.
