Customer Incident Manager

Xero

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

Posted 9/30/2026full-timeMelbourne • AustraliaMid-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 coordination, stakeholder communication, and post-incident analysis. Proven ability to lead cross-functional teams and implement effective solutions in high-pressure environments.

Highest-signal resume keywords

Incident ManagementStakeholder ManagementPost-Incident ReviewsCrisis ResponseCross-Functional Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident InvestigationImpact AssessmentProcess ImprovementProject ManagementSolution Implementation

Soft Skills

Customer Service MentalityCollaborationInfluencing SkillsDecision-MakingRelationship Building

Industry Keywords

Crisis ManagementHigh-Pressure SituationsAutonomous WorkTeam LeadershipComplex Issue Resolution

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
Balance immediate crisis response with strategic problem-solving
Manage incident management end-to-end, including investigation, impact assessment, post-incident reviews, and recommendations
Build systems and processes that improve response confidence and reduce future 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 implementing short-term fixes and long-term solutions
Conduct post-incident reviews and develop 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
Ability to work autonomously and collaborate when needed
Initiative in fast-paced, high-profile environments
Working rights for the country where the role is based

Benefits

Comp & perks

Hybrid working arrangement: 3 days working from the office and 2 days working from home
Flexible working model
Recruitment-process accommodations and adjustments available
Employment subject to satisfactory background checks, which may include credit and criminal history checks