Small Business Experience Manager at Xero

Small Business Sales & Development, Permanent, Melbourne, AU melbourne sales full-time
Posted 5 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.

What we are looking for:

As the Small Business Experience Manager, you will be responsible for managing the global programme of work to deliver high performing journeys for Xero’s small business customers. Our small business customers touch many platforms, products and channels as they navigate Xero - you will be the glue that ensures our improvement initiatives are aligned across multiple teams, functions and stakeholders. 

You will apply a heavy focus on performance outcomes, and be responsible for the overall integrity and coherence of the direct channel programme of work. You’ll develop and maintain a programme environment that supports each individual contributor. Day to day you’ll be working with a core group of Xeros across the globe, who bring our small business experiences to life across product, service, marketing and sales. 

We’re looking for someone that can apply a commercial lens to experience improvement initiatives, to ensure they are driving the right customer and commercial outcomes. You’ll need to be comfortable and confident in the numbers, to drive focus on initiatives that will deliver the most value. 

This role will be based in Auckland, Wellington or Melbourne

What you’ll do:

  • Proactively monitor progress against OKRs and direct channel performance metrics
  • Help define direct channel targets, budgets and commercial performance metrics
  • Define programme governance to protect the overall integrity of the programme
  • Develop a consolidated improvement/innovation roadmap and track progress
  • Create a sense of community amongst the members of the Direct Channel leadership team, to drive alignment and collaboration
  • Design, schedule and facilitate programme rituals to drive the right level of engagement across both stakeholders and execution teams
  • Own and maintain the service blueprints and experience framework for small business, enabling easy access and input from teams across Xero
  • Provide project management support on initiatives as required
  • What you’ll bring:

  • Experience setting and monitoring performance against targets 
  • Good knowledge of techniques for planning, monitoring and controlling programmes
  • Sufficient seniority and credibility to advise and influence programme members 
  • Experience at a global tech/digital business
  • Experience managing large programmes of work centred on product &/or service experience improvement and innovation
  • 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.