The role / impact
As the Head of Workforce Planning & Optimisation, you will ensure Xero maximises the full potential of our Customer Experience resources by having the right people in the right place at the right time. You will move beyond traditional linear capacity planning to design a fluid, AI-augmented workforce ecosystem that balances high-frequency reactive support with strategic proactive customer success initiatives.
Your work will involve leading the transition to real-time resource orchestration, ensuring every minute of our specialists' time is optimised for maximum customer impact across all global regions. You will act as a key advisor to senior leadership, providing data-backed recommendations on headcount investment and organisational design to de-risk operational changes.
The team / how they connect
You will lead a high-performing global team of nine, distributed across New Zealand, Australia, and the United Kingdom. The team operates as a strategic partner to the business, collaborating closely with regional directors and technology partners to maintain a consistent service experience 24/7.
The team is currently working on / Initially, you will focus on
Designing and executing a long-term workforce strategy that accounts for AI-driven efficiency gains and the transition to high-value proactive outreach.
Implementing automated intraday re-balancing strategies to shift resources instantly between channels and functions as demand fluctuates.
Partnering with technology vendors to enhance automation and precision in our global "follow-the-sun" support model.
Developing predictive analytics and "what-if" scenario models to de-risk operational changes during product launches or market expansions.
Where and how you can work
This role is based in Melbourne, where we have a strong market presence. We embrace a hybrid working model that balances office-based connection with the flexibility required to lead a team across multiple sites, regions, and timezones.
Here are some of the things we are looking for
You bring extensive experience leading workforce management or operational strategy within a global, multi-site environment.
A proven track record of guiding teams through technological transformations is essential, particularly regarding the integration of AI and automated routing.
Your mastery of intraday management allows you to pivot resources instantly during high-volatility events.
You possess the ability to influence senior stakeholders by providing data-backed recommendations on headcount and organisational design.
High emotional intelligence helps you mentor your team, identifying new skills they need to remain empowered in an evolving landscape.
You are a systems thinker who understands how changes in product design or engagement strategy create ripple effects across the global capacity chain.
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
- Extensive experience leading workforce management or operational strategy within a global, multi-site environment.
- Proven track record guiding teams through technological transformations, particularly integrating AI and automated routing.
- Mastery of intraday management and the ability to pivot resources during high-volatility events.
- Ability to influence senior stakeholders with data-backed recommendations on headcount investment and organisational design.
- Experience developing predictive analytics and what-if scenario models to de-risk operational changes.
- High emotional intelligence to mentor and develop a global team through change.
Xero Compensation & Benefits Highlights
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Parental & Family Support — Paid parental leave is outlined as up to 26 weeks for primary caregivers with six weeks for partners, supported by family-forming benefits through Carrot. Flexible return-to-work support is also highlighted.
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Leave & Time Off Breadth — Time off provisions include 21 days of annual leave, 10 wellbeing days, five Xtra days, three year-end company holidays, a paid volunteer day, and flexible working options. Global materials also emphasize additional wellbeing leave and local flexibility.
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Healthcare Strength — U.S. coverage includes medical via Cigna or Kaiser with dental and vision, complemented by global mental-health support through Modern Health for employees and immediate family. Life, AD&D, and short- and long-term disability are also included in the package.
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.
