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Owns customer incident management from investigation and impact assessment through resolution and post-incident review. Coordinates engineering, product, support, leadership, and regional teams during high-pressure incidents; leads customer communications; develops incident processes and registers; and recommends improvements to reduce recurrence and customer disruption.

Owns end-to-end customer incident management, including investigation, impact assessment, stakeholder communication, cross-functional coordination, resolution, and post-incident reviews. Builds incident processes and registers, leads teams through high-pressure situations, implements short- and long-term improvements, and reduces recurrence while minimizing customer disruption.

Owns end-to-end customer incident management, including investigation, impact assessment, cross-functional coordination, customer communications, resolution, post-incident reviews, and prevention recommendations. Builds incident processes and registers, leads teams through high-pressure situations, and improves service resilience while minimizing customer disruption.

Lead strategy and execution for Xero’s AI Shared Services platform, including eventing, communications, search, and related reusable capabilities. Define the domain roadmap, establish success metrics and dashboards, build stakeholder relationships, and drive adoption across product and engineering teams. The role requires managing interdependent platform products, applying technical fluency across distributed systems and cloud environments, making investment cases, navigating ambiguity and dependencies, and growing high-performing people and teams.

Lead the strategy, development, and scaling of shared platforms and operating models for AI-native delivery. Align stakeholders, establish roadmaps and governance, measure adoption and organizational impact, and move AI workflows from pilots into repeatable products. Partner with Engineering, Security, Data, and other teams while coaching teams in effective AI product practices and translating complex technical capabilities into investment decisions.

Drive revenue growth across small and medium-sized business accounts through high-volume outbound campaigns. Promote Stripe and GoCardless integrations, manage conversion pipelines, track sales activity and metrics in Salesforce, and provide insights to improve messaging and conversions. The role requires consultative customer communication, consistent target achievement, and collaboration with Marketing, Data Science, and Customer Success teams.

Design, build, and operate production security capabilities for threat detection and response. Develop detection, monitoring, automation, and response workflows across SIEM, SOAR, EDR, and cloud security platforms. Improve detection coverage, control effectiveness, and operational reliability while applying AI safely to security engineering. Lead complex technical initiatives, collaborate across security and engineering teams, and communicate technical risks and trade-offs clearly.

Provides phone, email, and chat support to small business owners, bookkeepers, and accountants using Xero. Resolves accounting-related customer queries, conducts proactive outreach, builds customer trust, and identifies when escalation is needed. The role also involves meeting service quality and turnaround targets, collaborating across teams, and helping improve support through accounting knowledge, Salesforce, generative AI, and new technology.

Engineer AI-enabled automation, integrations, workflows, and guardrails across Xero’s Atlassian, Google Workspace, Slack, and internal AI ecosystem. Own production systems, solve complex technical challenges, improve reliability, contribute to architecture and engineering standards, maintain documentation, and support or mentor teammates. The role requires hands-on scripting, API and integration design, cloud productivity systems expertise, security awareness, and strong communication in a hybrid Vancouver-based team.

Drive revenue growth across small and medium-sized business accounts through high-volume outbound campaigns. Promote integrated payment and financial solutions, manage conversion pipelines, track sales metrics, and maintain Salesforce records. Use consultative communication to identify customer needs, explain product benefits, meet activity targets, and optimize outreach messaging in collaboration with Marketing, Data Science, and Customer Success teams.