Customer Experience Manager
Auckland, NZ
Customer – Customer Experience /
Permanent /
Hybrid
Our Purpose
At Xero, we’re here to help supercharge small businesses. 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
In this role, you’ll lead the Auckland Customer Experience (CX) function, managing a team of over 80 team members and 5–8 leaders. You’ll drive world-class service across customer outcomes, operations, and alignment with the CX strategy. By empowering and motivating your teams, you’ll ensure both exceptional customer experiences and high-performance delivery, keeping team engagement strong and customers highly supported. You’ll own the operational delivery of CX across New Zealand, ensuring seamless connection and cohesion with the global CX support model.
What you'll do
- Be the face of CX in Auckland, leading and inspiring a leadership team of around 80, fostering a high-performance culture and strong engagement across the site.
- Drive operational excellence for the CX function, ensuring teams are aligned on priorities, processes, and communications to deliver seamless, world-class customer experiences.
- Collaborate with the global CX leadership team to ensure alignment, operational cohesion, and effective communication across the wider organisation.
- Build and refine leadership and operating frameworks covering performance standards, success measures, quality, compliance, and workforce planning.
- Champion change initiatives, embedding new tools, technology, and AI to enhance capabilities and outcomes, while advocating for customers and the organisation.
- Act as a senior escalation point for complex customer or people matters, ensuring effective resolution and maintaining strong relationships across the global CX leadership network.
What you'll bring with you
- Proven experience leading and developing leaders across multiple teams in a complex, fast-paced customer support or contact centre environment.
- Strong track record in driving operational excellence, process improvement, and high-performance outcomes across multiple channels.
- Ability to stretch and grow the capability of a dynamic leadership team while motivating people at all levels.
- Comfortable applying new technology, tools, and AI to improve customer experience and team performance.
- A pragmatic, innovative mindset with a focus on scalable solutions, seamless execution, and continuous improvement.
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, free medical insurance, 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.
