Customer Incident Manager

Xero

. Orchestrate major and minor incidents from the customer perspective .

Posted 9/30/2026full-timeWellington • New ZealandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management, including end-to-end handling, post-incident reviews, and stakeholder communication. Proven ability to lead cross-functional teams and implement processes that enhance response confidence and reduce incidents.

Highest-signal resume keywords

Incident ManagementStakeholder ManagementCrisis ResponsePost-Incident ReviewCross-Functional Coordination

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident HandlingImpact AssessmentProcess ImprovementProject ManagementSolution Testing

Soft Skills

Customer Service MentalityCollaborationInfluencing SkillsDecision-MakingRelationship Building

Industry Keywords

Major IncidentsComplex IssuesBackground ChecksAutonomous WorkHigh-Pressure Situations

About the role

Key responsibilities & impact

Orchestrate major and minor incidents from the customer perspective
Work across teams to find solutions quickly and keep stakeholders informed
Balance immediate crisis response with strategic problem-solving
Manage incident handling end-to-end, from investigation and impact assessment through post-incident reviews and recommendations
Build systems and processes that improve response confidence and reduce incidents
Coordinate across engineering, product, support, and leadership
Build and refine incident management processes and incident registers
Manage customer-facing communications during incidents
Coordinate cross-functional teams on short-term fixes and long-term solutions
Conduct post-incident reviews and make recommendations to reduce recurrence

Requirements

What you’ll need

Strong stakeholder management skills
Confidence making informed decisions and leading teams through high-pressure situations
Ability to build relationships and collaborate effectively
Ability to influence across all levels and respectfully challenge assumptions
Genuine customer service mentality
Proven experience managing major incidents or complex issues
Track record of leading projects to successful delivery outcomes
Ability to coordinate specialist teams across regions
Ability to work autonomously and collaborate when needed
Initiative and ability to test and improve solutions in fast-paced, high-profile environments
Working rights for the country where the role is based
Satisfactory completion of relevant background checks may be required

Benefits

Comp & perks

Hybrid working arrangement: 3 days working from the office and 2 days working from home
Fair and supportive recruitment experience
Recruitment process adjustments/accommodations, including modified interview format, additional assessment time, and assistive technology
Flexible working model
Potential employment subject to satisfactory background checks, which may include credit and criminal history checks