The role / impact:
As a Workforce Analyst, you’ll help keep our Customer Experience and Customer Success teams ready for whatever the day brings. You’ll build short and long term forecasts, respond to real time changes like call outs or schedule shifts, and make sure the right people are in the right place at the right time to support our customers. Your work shapes how well we deliver on service commitments, day in and day out.
Beyond the numbers, you’ll keep workforce documentation current, flag the operational impact of new feature releases, and give the team a clear read on what’s coming. It’s a role with genuine visibility: your forecasts and recommendations reach leaders across Customer Success and Customer Experience every week.
The team & how they connect
You’ll join a small, closely connected workforce team supporting Customer Success and Customer Experience across New Zealand, the US and the UK. The team partners daily with CX leaders to plan resourcing, troubleshoot in the moment, and turn data into decisions. Even across time zones, everyone leans on each other to keep operations running smoothly.
Initially, the role may focus on:
Zendesk and Assembled for scheduling, forecasting and real time workforce management
Weekly forecasting and schedule adherence reporting for Customer Success and Customer Experience
Supporting Payment Operations with workforce reporting as team structures evolve
Longer term forecasting models as the business grows
Where and how you can work
This role is based in Auckland, working in a hybrid pattern that blends time in the office with time at home. Your first 60 days will run on an earlier start (around 7am NZT) to overlap with our US colleagues while you onboard, moving to standard hours once you’re settled in. Boost days bring the team together in person throughout the year to connect, collaborate and celebrate.
Here are some of the things we’re looking for, for this role:
You’ll bring strong analytical instincts, translating operational data into clear, practical recommendations.
Confidence working with workforce management and reporting tools such as Zendesk and Assembled.
A steady head under pressure, with good judgement about when to pivot and how to communicate it.
You’re comfortable presenting forecasts and insights to stakeholders at every level, leadership included.
A collaborative style, building relationships easily with colleagues across teams and time zones.
Curiosity and a continuous improvement mindset, always looking for a better way to plan or forecast.
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 analytical instincts and ability to translate operational data into recommendations
- Experience with workforce management and reporting tools such as Zendesk and Assembled
- Calm under pressure with good judgement for real-time pivots
- Comfortable presenting forecasts and insights to stakeholders at all levels, including leadership
- Collaborative style and ability to build relationships across teams and time zones
- Curiosity and a continuous improvement mindset
Xero Compensation & Benefits Highlights
-
Leave & Time Off Breadth — Paid time off is extensive in the U.S., including 21 days of annual leave, 10 wellbeing days, five “Xtra” days, three year‑end company holidays, and a paid volunteer day. Feedback suggests this structure provides meaningful flexibility for rest and personal needs.
-
Parental & Family Support — Primary caregivers receive 26 weeks fully paid leave and partners receive six weeks, with additional family‑forming support available. Feedback suggests this depth of caregiver support stands out within the package.
-
Wellbeing & Lifestyle Benefits — Employees have access to Modern Health coaching/counseling, Carrot fertility benefits, and an employer‑funded ThrivePass wellbeing allowance. Feedback suggests these offerings create a holistic wellbeing layer beyond standard medical coverage.
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.
Gallery
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.
