The Customer Experience Manager at Xero will lead the Australia CX team, drive world-class customer service, enhance staff engagement and performance, collaborate with global teams, and advocate for customer needs while ensuring effective change management in a fast-paced environment.
Our Purpose
At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.
How you’ll make an impact:
Xero’s Customer Experience (CX) team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.
We have an exciting opportunity for a Customer Experience (CX) Manager to join the CX leadership team and oversee our Australian CX team. In this role, you'll drive world class support across our customer outcomes, people, operations, and effective delivery of our CX strategy. As a leader or leaders, you'll empower and motivate your team to be highly engaged and provide exceptional customer experiences so our customers are incredibly well supported.
What you'll do:
- Uplift the capability of your leadership team through effective ongoing development and coaching
- Ensure your direct reports are creating high performance cultures within their teams
- Build staff engagement across all teams, ensuring all teams understand their purpose and feel connected with the CX strategy
- Establish and refine leadership and operating frameworks as identified (success measures, absence management, high performance standards, experience excellence, quality and high compliance environment)
- Collaborate with the Customer Experience Managers in New Zealand to create alignment and operational cohesion, ensuring the right level of consistency with the global support model
- Collaborate and participate as a member of the senior global CX leadership team ensuring alignment and execution across the CX Strategy, key communications are cascaded in a timely manner, and all teams are operating within a robust operational framework which optimises the customer experience
- Ensure the AU CX Team executes against the global workforce planning strategy by meeting the required inputs of the capacity plan (hiring, performance, shrinkage, attrition)
- Be a strong change ambassador, ensuring CX change is successfully adopted and well understood
- Advocate for needs across people, customer and operations
What you'll bring:
- Prior experience managing a contact centre leadership team with overall responsibility for as many as 100 employees, ideally in a complex, fast paced customer support environment
- Proven success in operational leadership, driving improved customer outcomes across multiple channels and enquiry types
- Strong leadership skills with the ability to coach, motivate and build the capability of leaders in a high change environment
- Ability to build and maintain effective relationships at a regional and global level
- Experience designing operations for scalability and flexibility
- Growth and development mindset
Why Xero?
Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
Xero Sydney, New South Wales, AUS Office
Our office is in the heart of the Sydney CBD with views of the Sydney Harbour Bridge. We're just over by Wynyard Park so it's easy to get to.
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