Head of Workforce Planning (Customer Experience)

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.