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Provide proactive and reactive support to small business owners, bookkeepers, and accountants using Xero via phone, email, and chat. Use accounting fundamentals to resolve queries, build trust, perform outreach campaigns, and escalate when needed while meeting quality and turnaround targets.

Lead and build Xero's first-line financial services risk and compliance operations, covering sanctions screening, KYB/KYC, AML/CTF, transaction monitoring, and payments. Establish operating standards, tooling, governance, partner oversight, and cross-functional partnerships to ensure regulatory readiness and scalable operations.

Lead long-term technical direction and architecture for Product Platform Engineering. Modernize and decouple a legacy accounting monolith into resilient APIs and microservices, drive platform reliability and scalability, establish engineering principles and guardrails for AI-native and autonomous workflows, and align senior stakeholders around architectural strategy.

Serve as the primary people analytics partner to HR leadership, building a trusted suite of workforce dashboards and scorecards, defining KPI metrics and guardrails, embedding people metrics into planning and forecasting, improving HR data literacy and self-service, and translating complex people data into actionable recommendations.

Lead cross-team technical strategy and architecture for cloud-native systems. Drive engineering excellence, scalability, reliability, SLOs, security, and DevOps culture. Mentor engineers, reduce technical debt, participate in on-call rotation, influence product-aligned roadmaps, and represent Xero externally in recruitment and community engagement.

Lead a new Vancouver engineering hub to improve planning, estimation, and delivery cadence. Drive migration from Microsoft SQL Server to Aurora Postgres and DynamoDB, build internal compliance and observability tooling, and apply AI tooling to surface database insights. Shield team from external pressures, remove dependencies, and maintain high system quality while scaling a distributed engineering group.

Design, build, and deploy production-grade backend generative AI solutions. Convert ambiguous R&D into scalable, secure production software, own deployed code, optimize ML architecture and infrastructure, and collaborate with product and R&D teams to elevate technical capabilities.

Lead global CX Workforce Management: long-range capacity planning, multi-channel forecasting, schedule optimization, real-time operations, WFM analytics, platform selection, and team leadership to meet SLAs, CSAT, and labor targets.

Lead cross-team technical strategy and architecture for large-scale cloud-native systems. Drive CI/CD automation, microservice refactoring, SLOs, technical frameworks, and operational metrics. Mentor lead engineers, improve engineering practices, and balance technical debt with product delivery to enable secure, scalable solutions for small-business customers.

Lead and deliver impactful mobile workflows for the Xero Accounting App while ensuring system health and efficiency through continuous improvement and automation practices.