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Director, Customer Experience

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US Customer Experience Director
Denver, CO 

Who is Xero?

We’re one of the fastest growing SaaS companies in the world. We are the leader in beautiful small business accounting and productivity software – complete with payroll, inventory and more. And we combine the dynamic pace of a startup with the security of $375M in funding. We’re ranked No. 1 by Forbes as the World's Most Innovative Growth Company for both 2014 and 2015.

We offer a competitive salary, shares in the company and a great office in the Denver Tech Center with a view of the Rockies. We are very close to identifying our new office space in Downtown Denver!


How you’ll make an impact

The role of the Customer Experience team is to delight, support, and give advice to clients with regard to the use of the Xero system. The Customer Experience Director will be a key member of the global Customer Experience leadership team and is responsible for the Americas Customer Experience teams. This will involve providing day-to-day leadership to the Americas Core and Payroll Team Leaders and teams. You’ll empower and motivate the teams to meet productivity and quality metrics on an ongoing basis, while they deliver outstanding customer support to Xero’s customers and partners. You will work closely with leaders in other regions to ensure we have a consistent experience across our global sites.

You will also be a key member of the Denver leadership team, driving a high performing culture across our teams. You will help drive the team drive the strategy and direction for the Americas market, offering Customer Experience knowledge and input to help with key strategic decisions for this region.

What you’ll do

  • As a key member of the Customer Experience leadership group you’ll help drive performance, culture, and an inspiring work environment aligned with the CX Strategy
  • Create a performance culture within your teams, and the wider Denver office
  • Identify key CX improvements, specifically how we continue to improve our customer’s experience and work with the CX Operations team to drive system improvements to create efficiency savings for CX
  • Provide insight to the America’s leadership team, drive connection to the other regional functions (Product, Sales, etc)
  • Identify and manage crisis situation responses in conjunction with other managers and the CX Operations team to effectively manage customer impact and demand
  • Be the point of escalation when there is an aggrieved customer and the team have not able to resolve the issue.
  • Provide cover for Team Leaders during absences ensuring their team members have ongoing support
  • Attend & participate in Customer Experience team meetings
  • Maintain relationships with Team Leaders, Leads and Seniors to ensure close collaboration and alignment of Customer Experience goals
  • Ensure we have the appropriate resources in place throughout the year and at critical/key times
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Christina Rowe
Global Head of Learning and Capabilities
CREATING SAFE SPACES
Share your voice and find support
As an ERG leader, Christina Rowe does more than schedule events. “My role involves listening to the needs of group members regarding career development, community and more,” she said. Through her ERG involvement, Rowe has gained a greater understanding of her peers’ diverse life experiences and skill sets while fostering dialogue related to topics that are often avoided in the workplace, such as women’s health. “It’s been a great way to help other women grow their careers and create a safe space for hard conversations,” she said.
As an ERG leader, Christina Rowe does more than schedule events. “My role involves listening to the needs of group members regarding career development, community and more,” she said. Through her ERG involvement, Rowe has gained a greater understanding of her peers’ diverse life experiences and skill sets while fostering dialogue related to topics that are often avoided in the workplace, such as women’s health. “It’s been a great way to help other women grow their careers and create a safe space for hard conversations,” she said.
Knowing that Xero puts so much awareness and investment into diversifying our leadership team makes me proud to be here.
Erika Porras Gutierrez
Platform Engineer
EDUCATION FOSTERS EMPATHY
A focus on learning cultivates compassion
Erika Porras Gutierrez’s work leading Xero’s ERG for Indigenous Americans has enhanced her employee experience in several ways. “It has clarified what inclusion really means, taught me new ways of interacting with people and made me more empathetic,” she said. Not only has she grown personally due to this role, but it’s also encouraged her to engage with other engineering teams in an effort to better understand her peers’ needs. She’s currently helping plan an event that will enable Indigenous people to share their unique stories with others in the company.
Erika Porras Gutierrez’s work leading Xero’s ERG for Indigenous Americans has enhanced her employee experience in several ways. “It has clarified what inclusion really means, taught me new ways of interacting with people and made me more empathetic,” she said. Not only has she grown personally due to this role, but it’s also encouraged her to engage with other engineering teams in an effort to better understand her peers’ needs. She’s currently helping plan an event that will enable Indigenous people to share their unique stories with others in the company.
Sharing our lives and our stories is how people connect and create community, and that is exactly what ERGs are all about.
Eean Tyson
Talent Specialist
BELONGING BUILDS PROGRESS
Inclusion defines connections and the talent search
Eean Tyson’s role as the co-chair of Black Xero enables him to champion inclusion and cultivate community across the company. “I want to ensure people feel a sense of belonging,” he said. Besides helping team members build meaningful connections with each other, he also spearheads talent-related initiatives that are informed by the organization’s DEI efforts. For instance, he recently took part in a scoping session in order to develop a road map for diverse hiring practices.
Eean Tyson’s role as the co-chair of Black Xero enables him to champion inclusion and cultivate community across the company. “I want to ensure people feel a sense of belonging,” he said. Besides helping team members build meaningful connections with each other, he also spearheads talent-related initiatives that are informed by the organization’s DEI efforts. For instance, he recently took part in a scoping session in order to develop a road map for diverse hiring practices.
I ask questions, validate others’ concerns and feelings, and ultimately aim to ensure everyone feels safe at Xero.

What are Xero Perks + Benefits

Xero Benefits Overview

Xero offers a variety of benefits aimed at helping our employees maintain their physical, financial and mental wellbeing, allowing them to bring their best selves to work each day

Culture
Volunteer in local community
Xero employees are given a day off each year to volunteer in their communities.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Typically, we work from home as needed. During COVID, all employees are working remotely and have access to stipends to access the equipment they need to be successful.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
42% of Xero's leadership team is female, while our Board of Directors maintains an equal gender balance. Xero was included in Bloomberg's 2020 Gender Equality Index report.
Mandated unconscious bias training
All Xero employees will complete online unconscious bias training during on-boarding
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
The talent and leadership teams at Xero are committed to building diverse talent pipelines that reflect the communities we serve.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Xero allows employees to set aside pre-tax dollars for medical and dependent care expenses. $2,650 annual limit for healthcare FSA
Disability insurance
Xero's long and short term disability plans provide income protection at 60% of annual base salary
Dental insurance
Cigna dental PPO plan
Vision insurance
VSP vision plan
Health insurance
Xero offers a variety of health plans including Cigna HSA, Cigna PPO, and Kaiser HMO for Colorado and California employees
Life insurance
Provided to Xero employees at no cost. Coverage for each employee of 2x annual base salary up to $500,000
Wellness programs
Xero will fund up to $300 annually in employee health reimbursement account to be used toward a health improvement activity including gym membership, mental, physical or financial health
Mental health benefits
Concern EAP benefits for all employees
Financial & Retirement
401(K)
401(K) matching
Xero will match 100% on the first 3% contributions plus 50% match on next 2% of contributions
Company equity
All Xero employees are granted Restricted Stock Units at a certain percentage of their base salary which vests over a 3 year period
Child Care & Parental Leave
Generous parental leave
26 weeks paid parental leave.
Vacation + Time Off
Generous PTO
Xero offers 21 days of paid time off, 10 wellness days, as well as 11 paid holidays per calendar year. We also participate in a company wide shut down between Christmas and New Years Day
Paid volunteer time
Xero encourages employees to give back to our communities by providing 8 hours of paid volunteer time per year
Paid holidays
11 paid holidays per calendar year
Paid sick days
Each employee is granted 10 wellness days per year in addition to our generous PTO
Office Perks
Commuter benefits
Set aside pre and/or post tax dollars for commute related transit, parking and bike expenses
Company-sponsored outings
Annual holiday party, as well as a summer celebration!
Free snacks and drinks
You find a variety of fruit, chips, nuts, snack bars, sodas and iced tea in the Xero kitchen
Some meals provided
Breakfast each Tuesday and lunch every Thursday from a variety of local vendors
Company-sponsored happy hours
Happy hour starts every Friday at 4!
Fitness stipend
Our monthly health reimbursement plan can be used towards your fitness membership or a variety of other health related wellness programs
Professional Development
Job training & conferences
Teams have budget set aside each year to support growth and up-skilling
Lunch and learns
Promote from within
Customized development tracks

Additional Perks + Benefits

Xero leadership consistently reviews benefits to ensure they are competitive and allow our people to bring their full selves to work each day.

View full list of perks + benefits
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