Director, Customer Experience
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