Workforce Manager (copy) at Xero

Customer Operations, Permanent, Melbourne, AU melbourne full-time
Posted 28 days ago

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

Small business makes the world go round – it’s the heart of the global economy. At Xero we want millions of small businesses to thrive through beautiful software, advice and connections. We aim to make being a small business more efficient and profitable, and more enjoyable too.

Xero’s Customer Experience Team is made up of product experts, based in NZ, AU, US and UK, who work together to provide 24/7 support to Xero users. We aim to delight our customers and make it easy for them to see how Xero adds value to their business.

What we are looking for:

As Workforce  Manager - Customer Operations you’ll take ownership of leading the Workforce Team to forecast, schedule and optimise the workflow of Customer Experience Specialists across our global Customer Experience (CX) and Customer Success (CS) teams. You will be responsible for making sure you and your team have provided accurate workforce planning so we have the right people in the right place at the right time, ensuring our customers have the information and support they require when using the Xero product. 

This support and information is provided by our Customer Experience Specialists responding to customer queries through a ticketing system, as well as proactive outreach campaigns designed by our Customer Success team. You will take ownership of workforce and workflow issues and look to resolve them quickly and efficiently. You'll be self-motivated and accustomed to juggling a changing workload across multiple sites, regions and time zones.

You’ll also work closely with the Reporting and Insights and Business Improvement Teams and CX Leaders to analyse performance and constantly strive to deliver unique and memorable customer experiences in the most effective and efficient ways. 

What you’ll bring:

  • Lead a high performing team of professionals, allowing them to grow and thrive while doing the best work of their lives 
  • Drive performance, culture, and an inspiring work environment aligned with the Customer Operations vision and strategy
  • Provide effective, engaged and motivating leadership
  • Recruit and mentor a world-class team
  • Lead the development of accurate Customer support forecasts and scheduling of activities through wide consultation with stakeholders on Customer engagement priorities
  • Guide the real-time adjustment to People and workflow plans to optimise performance
  • Lead collaboration with stakeholders on recruitment, training and development of CX Specialists
  • Identify opportunities to improve workforce performance in collaboration with Reporting & Insights.
  • Oversee the ongoing enhancement of the workflow management and workforce planning tools configuration to ensure optimal performance
  • Why Xero?

    Working at Xero will provide you with a diverse and inclusive environment alongside people who will respect, challenge, support and mentor you to have fun while you do the best work of your life. We are a place where personal development, innovation, and change are not only inspired but also celebrated. We value our people and want them to enjoy and take pride in their work.

    Why Xero?

    At Xero we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer a great remuneration package including shares plus a range of leave options to suit your well-being. Our work environment encourages continuous improvement and career development and you’ll get to work with the latest technology.  

    Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. So, from the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life.