Delivery Manager, Customer Engagement

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.

**About the role**:
As the Delivery Manager for Xero’s Global Customer Engagement function, you will own and drive operational excellence in the team responsible for Xero’s end to end cross-channel Marketing Automation, Transformation & Lifecycle programs.

Reporting to the GM, Customer Engagement, this newly created role will have a direct impact in helping our team deliver the best work of their lives through world class planning and operating frameworks that reduce friction, improve agility and value realisation. One immediate opportunity for impact will be to plan and bridge a smooth team and stakeholder transition to agile practices, supported by a renewed team purpose and vision.

As the operational glue that binds the Lifecycle, Automation and Transformation programs of work, you will work closely with strategy leaders (your peers) to crystalise our priorities, distill our strategy to a page and plan our pipeline of work backed by proven digital team workload planning methods.

In this end to end role, you will also regularly engage with key business stakeholders around the globe to understand their unique objectives and requests, do discovery and definition scoping where required, and ultimately triage and prioritise.

You will make your mark with stakeholders by proactively keeping them informed and engaged in appropriate formats and forums as well as enabling self-service visibility of status updates in Asana or similar.

**What you'll do**:

- Distill strategy, objectives and initiatives into a SoaP or similar artifact for internal alignment
- Own and drive the Consumer Engagement (CE) pipeline of work spanning Marketing Automation, Lifecycle and Transformation
- Operate as the Digital Front Door for new CE requests, challenge or suggest alternatives where initiatives are high effort low return
- Engage with internal customers to understand objectives and provide discovery and scoping (where required) in order to triage and prioritise
- Review current state ways of working, workload planning and prioritisation scoring with a lens of continuous improvement and path to best practice
- Proactively deliver recommendations supported by an implementation plan and change strategy to effectively pilot or embed new practices where agreed
- Effectively communicate delivery status updates, leveraging established forums as well as enabling self-service visibility in Asana or similar.
- Manage regular rituals for planning and prioritisation to set the focus for each fortnight, month or quarter, and communicate effectively with key internal customers
- Monitor project team progress daily and work across the spectrum of project delivery activity from coordination to management, owning the outcome
- Ensure projects within the programme are suitably resourced and report on the progress of the programme, including risks and issues/problems and solutions
- Drive forward a culture of experimentation and test hypothesis and help embed consistent measurement methodologies supported by the Data and Analytics team
- Lead team retros and embed feedback loops that help drive and support decision making
- Be the face of the team and operate as the trusted advisor that represents both the productivity interests of the business, the wellbeing, development and satisfaction of our team
- Cultivate a strong sense of team purpose and identity and support with team workshops, development of team charters, vision and purpose. Including being a part of recruitment, staff induction and training where required
- Foster a culture of best practice sharing and learnings for the Community of Practice
- Close collaboration with finance, accounts, procurement and legal teams for process optimisation, budget and resource management
- Regularly identify and surface areas of team dependency or slow down, specifically surface current state challenges for discussion and improvement

**Critical competencies you'll have**:

- Delivery management capability from ideation through to implementation
- Outstanding interpersonal and communication skills (both written and verbal), problem solving, and executive presentation skills
- A desire to innovate and transform
- Curiosity and open-mindedness, as well as the confidence to challenge constructively all levels of management
- Hands-on, get-it-done demeanor with excellent project management s