Senior Business Delivery Leader

About the Role

We're looking for a leader who can empower small businesses by automating routine tasks, surfacing actionable insights, and connecting them with the right data, advisors, and apps.

The Customer Readiness Team is a critical link between the customer organisation and product teams. Our key responsibilities include:

• Delivering successful implementations of product and business change
• Identifying critical customer risks through our readiness process
• Maintaining close monitoring of the customer impact of product change
• SUPPORTING our business response in incident management
• Providing continuous feedback loop for customer product insights from Xero Product Ideas (XPI)

You will lead, coach, and develop a high-performing delivery team aligned with the customer organisation's objectives and key results. Your team will have stakeholders across multiple global divisions, and you will drive advocacy for the needs and objectives of the wider Customer Experience Leadership Team.

Key Responsibilities

• Engaging with leaders across product, technology, and customer functions to deliver awareness of product initiatives and their impact on customers
• Advocating for customer outcomes and ensuring customer requirements are understood and adopted for high-priority business change
• Raising risks through relevant decision-making forums, escalating high-impact decisions as needed, and putting commercially viable plans in place to mitigate risks
• Ensuring successful implementation of product and business change into the customer organisation - Cost to Service (CTS) objectives are achieved, CX productivity is not impacted, and all customer teams are well-prepared to support customers
• Championing continuous improvement of release readiness to increase effectiveness of change delivery
• Educating your team on customer advocacy, driving customer-centric solutions to technical and non-technical issues experienced
• SUPPORTING the development of analytics-based insights to advocate for desired customer product outcomes and solve customer and business needs
• Maintaining close monitoring of the impact of product change and issues, and playing a key role in relaying customer sentiment back into the business
• Strategically developing and implementing engagement models both internally and externally for the XPI and Xero discussions forums
• Uplifting the capability and delivery of your team
• Effectively managing and supporting direct reports, providing regular performance reviews and timely feedback
• Being a highly visible and senior leader, role-modeling Xero's values and advocating for the customer support model

Critical Competencies

• A commercial mindset and preferred understanding of SaaS business models
• Excellent communication skills with an ability to interact with different stakeholders, both non-technical and technical
• A highly agile, responsive, and enjoys pivoting to changing demands at pace
• Comfortable working with complex and diverse data and applying robust problem-solving skills
• A strong people and performance leader, driven by delivery of tangible business outcomes and results
• Initiative and passion for data, with a willingness to go the extra mile
• Ability to build and maintain effective relationships, collaborating with key stakeholders
• Ability to challenge assumptions respectfully

Requirements

• Project management experience
• Proven leader of a delivery team - ability to maximize resource to deliver tangible business value
• Strong stakeholder management experience - Executive level preferred
• Proven ability to influence outcomes at all levels in a variety of contexts

Why Join Us?

Xero offers generous paid leave, dedicated paid leave for physical and mental wellbeing, health insurance, life insurance, income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human values.