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People Operations Manager

1 week ago

Wellington, Wellington, New Zealand Xero Full time

About this role

This is an exciting opportunity to lead a team of Customer Experience Specialists and Seniors who are passionate about providing exceptional experiences for both our customers and Xero. As a Customer Experience People Lead, you will empower your teams to make decisions in the best interests of our customers and our business.

Key responsibilities

  • Participate in local CX leadership team to deliver on CX strategy, objectives, and initiatives
  • Collaborate with global peers to drive alignment and cohesiveness across global operations
  • Coach teams to achieve results, including quality, customer satisfaction, and productivity targets
  • Develop and uplift overall capability of your team
  • Lead high-performance culture in your teams, celebrating success and managing underperformance
  • Deliver on workforce planning requirements in global operating plan
  • Play key role in change leadership, ensuring changes are well understood and adopted
  • Provide outstanding leadership and motivation to the team

Requirements

  • Experience leading or managing a team in a customer support environment
  • Excellent verbal and written communication skills
  • Used to acting as a brand ambassador
  • Proven ability to balance individual needs with business needs
  • Supporting delivery of change, ideally with experience in landing change projects
  • People, performance and customer driven mindset