Search for your next NZ Technology Role

A strong tech consulting background is ideal

Reporting directly to Mitch Cowan - GM of Customer Technology

Leading team of 6 - BAs and Automation Specialists - easy to lead

Around $178 pa

Start ASAP

Reason for hire - Ben who was previously in the role has been promoted. The role is now open.

Analysis and Automation Manager - Customer Technology

Our Purpose

At Xero, we’re here to make running a business beautiful. By making small business more efficient

every day, connecting them with big business technology and empowering a community behind

them, their potential is limitless. When that happens, we’re not only helping small business – we’re

building a stronger economy that can change the world.

How you’ll make an impact

The Customer Technology team serves a wide variety of internal teams and Xero customers. We

shape the experience for how sales, customer experience, marketing and operations teams do

their jobs and help our customers get support and manage their relationship with Xero. We are

responsible for sites like Xero Central, Xero Product ideas and Learning as well as features inside

our accounting products like accessing support and finding the right apps and services to run their

businesses.

As the Analysis and Automation Manager you’ll lead the business analysts and automation

specialists across Customer Technology, responsible for discovering, capturing, documenting and

interpreting business requirements to facilitate strategic change across the Customer team.

What you’ll do

● Lead analysis, planning and execution of operational and technology change activities across

Customer Technology

● Provide leadership to BA’s in Customer Technology based on your experience, building their

capability and enabling them to do great work.

● Provide oversight, guidance and set expectations to your team in support of CT objectives and

key results.

● Manage stakeholder needs and commitments across Customer Technology and wider Xero

functions ensuring that teams have what they need to receive changes successfully.

● Be responsible for prioritising and managing team resources across the strategic changes

being worked on between Sales, CX, Marketing and ET.

● Understand and communicate the key results and objectives of Customer Technology and are

a part of working towards improving them.

● Build open and collaborative relationships both within the team and across Xero

● Coordination and tracking resources and activities to ensure delivery of projects, initiatives

and work requests

Success looks like

● Strong cross functional relationships are built, maintained and leveraged to ensure

Customer Technology outcomes are achieved

● Your team conducts initiatives in an experimental mindset and you are able to articulate

the value of the initiatives you are leading and turn successful initiatives into always-on

activities within the business.

● You understand the business processes at the heart of initiatives you are leading and are

able to work with team members from a range of experiences, roles and responsibilities.

● Initiatives are coordinated in a way that is well communicated and understood by the cross

functional leadership teams we work with.

● Once delivered new technologies or processes are adopted in a way that maximises value

to Customer Technology and Xero

● Team members are coached and follow the direction you set in terms of working towards

and delivering initiatives.

What you’ll bring with you

Critical competencies Experience

● Ability to provide coaching and guidance

to analysts and automation specialists

● Ability to work in a highly iterative and

experimental way, not letting perfection

get in the way of progress.

● Excellent written and verbal

communications skills

● Comfortable working with ambiguity in a

fast paced environment

● Outcomes oriented, flexible, pragmatic

● Strong interpersonal skills

● Diligence and commitment to following

through and resolving problems

● Experience leading and coaching teams

of 5-10 individuals

● Experience working in agile teams

preferred

● Experience managing project risks and

issues

● Proven interpersonal skills and the

ability to quickly build effective working

relationships

● Experience in owning and running a

process from start to finish

● Experience delivering outcomes in a

project environment

● Initiative and ability to self manage,

along with flexibility

● Ability to work efficiently within agreed

timeframes

● Ability to build effective relationships

● A proven team player who proactively

helps other team members

● Experience with project documentation

and reporting

● Experience working across functions and

in geographically distributed teams

● Experience soliciting, articulating and

recording business processes, needs and

outcomes.

What we value

Create experiences that

customers love

We challenge ourselves to

dream big, innovate, and

inspire our customers, our

communities, and each

other with our best work.

Move fast on the right

things to deliver value

We value progress over

perfection, we drive clarity,

decisiveness and

accountability, and we

continuously learn and

refine.

Care personally and

challenge respectfully

We exchange ideas in a way

that is specific, direct and

kind, while demonstrating

empathy, inclusivity and

prioritising wellbeing.

Collaborate to create a

positive impact

We build trust through

transparency, work as a

coordinated team, seek

diverse perspectives, and

nurture positive

relationships.

This position description is intended merely as a guideline of the responsibilities involved in the position.

The employee is expected to perform any other duties as reasonably required by their Manager.