Customer Incident Manager

Xero

. Orchestrate major and minor incidents from the customer’s perspective .

Posted 9/30/2026full-timeAuckland • 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 orchestrating major incidents, conducting post-incident reviews, and improving response processes. Proven ability to manage stakeholder communications and lead cross-functional teams in high-pressure environments.

Highest-signal resume keywords

Incident ManagementStakeholder ManagementPost-Incident ReviewCross-Functional CoordinationCustomer Service Mentality

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 ResponseImpact AssessmentProcess ImprovementProject ManagementSolution Testing

Soft Skills

CollaborationInfluencingDecision MakingRelationship BuildingAutonomy

Industry Keywords

Customer-Facing CommunicationsHigh-Pressure SituationsComplex IssuesShort-Term FixesLong-Term Solutions

About the role

Key responsibilities & impact

Orchestrate major and minor incidents from the customer’s perspective
Work across teams to find solutions quickly and keep stakeholders informed
Manage incident response from investigation and impact assessment through post-incident reviews and recommendations
Build systems and processes that improve incident response and reduce future incidents
Coordinate across engineering, product, support, and leadership during customer-impacting issues
Build and refine incident management processes and incident registers
Manage customer-facing communications during incidents
Coordinate cross-functional teams implementing 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, collaborate effectively, influence across all levels, and challenge assumptions respectfully
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
Comfortable working autonomously and knowing when to collaborate
Ability to ship ideas, test solutions, and improve them in fast-paced, high-profile environments

Benefits

Comp & perks

Hybrid working arrangement: 3 days working from the office and 2 days working from home
Flexible working model
Recruitment-process accommodations or adjustments
Background checks may include credit and criminal history checks