Xero

Engineering Manager

• Lead inclusive, high-performing software engineering teams to predictably deliver the product roadmap
• Uphold operational excellence and serve as a technical anchor for the team
• Balance rapid delivery speed with long-term system health
• Foster a sustainable environment where engineers can do their best work
• Integrate AI-native workflows across the software development lifecycle
• Tackle complex technical challenges
• Align team outcomes with broader business goals
• Partner closely with Product and Design to solve customer problems and deliver seamless software experiences
• Support decentralized decision-making, clear communication, and early dependency resolution
• Decouple legacy monolithic systems into modern, scalable API-first microservices
• Embed AI tooling across documentation, automated testing, and the wider software development lifecycle
• Elevate developer experience by removing technical toil and environment friction
• Manage technical health, operational excellence, and incident response to maintain high service availability
• Participate in an on-call roster supporting products 24/7

Full-stack Engineer

• Tackle engineering problems at scale
• Play a key role in the architecture and implementation of distributed systems
• Refactor complex systems to deliver high-quality, scalable software solutions
• Own major code design decisions
• Contribute to overall engineering standards
• Help shape the future of Xero’s technical platform
• Mentor and act as a role model for fellow engineers
• Collaborate using modern agile practices
• Participate in code reviews and pair programming
• Partner across functions to align solution designs with product goals and technical standards
• Refactor monolithic architecture into scalable, modern distributed systems
• Evolve the technology stack across AWS, C#, React, and Kubernetes
• Enhance test-driven development and automated testing capabilities
• Optimise CI/CD pipelines and deployment workflows

Senior Engineer

Customer Support

• Act as a brand ambassador and trusted advisor for Xero customers
• Provide high-quality support and guidance through multiple channels
• Help small business owners, bookkeepers, and accountants resolve queries quickly and efficiently
• Deliver a best-in-class customer experience through empathy and a passion for resolution
• Proactively contact customers to help them achieve the best next action for their business
• Simplify complex information for customers
• Manage and resolve customer cases using platforms such as Salesforce
• Ensure accurate data capture
• Use modern tools and Generative AI to enhance customer support
• Adapt to the evolving customer experience strategy and product landscape
• Collaborate across Xero teams to resolve customer queries efficiently

Customer Experience Specialist

• Act as a brand ambassador and trusted advisor for Xero customers, including small business owners, bookkeepers, and accountants
• Provide high-quality customer support and guidance through multiple channels
• Help customers navigate queries quickly and efficiently
• Deliver a best-in-class customer experience through empathy and resolution-focused support
• Proactively reach out to customers through outbound call campaigns
• Simplify complex information and help customers identify the best next action for their business
• Use Generative AI and modern tools to enhance customer support
• Manage and resolve customer cases in Salesforce
• Ensure accurate customer data capture
• Adapt to Xero’s evolving customer experience strategy and product landscape
• Collaborate across Xero teams to resolve customer queries efficiently
• Work assigned Sunday-Thursday, Tuesday-Saturday, or Monday-Friday roster
• Work shifts from 11:30am to 8:00pm

• Act as a brand ambassador and trusted advisor for Xero customers
• Provide high-quality support and guidance through multiple channels
• Help small business owners, bookkeepers, and accountants navigate queries quickly and efficiently
• Deliver a best-in-class customer experience through empathy and resolution-focused support
• Proactively reach out to customers through call campaigns to identify the best next action for their business
• Use modern tools and Generative AI to enhance customer support delivery
• Manage and resolve customer cases in platforms such as Salesforce
• Ensure accurate data capture
• Adapt to the evolving customer experience strategy and product landscape
• Collaborate across Xero teams to resolve customer queries efficiently

• Design, build, and operate front-end experiences for Xero's digital front door, primarily xero.com and connected signup journeys
• Deliver customer-facing improvements that support acquisition outcomes while maintaining performance and reliability of a high-traffic public platform
• Shape implementation quality and advance front-end engineering practices
• Own complex initiatives end to end
• Mentor fellow engineers and simplify solutions across front-end and back-end environments
• Build and refine reusable components using modern web architectures
• Enhance site performance, Core Web Vitals, and accessibility across high-converting user flows
• Partner with product, design, and SEO specialists on A/B experiments and funnel optimisation
• Collaborate with platform and customer-technology teams to integrate downstream services, forms, and content management systems
• Work within a cross-functional Acquisition pod spanning Australia and North America

Senior Full Stack Engineer

Data Analyst

• Build a single, trusted suite of People performance views, including scorecards, workforce dashboards and engagement reporting
• Define clear metric definitions and guardrails for People KPIs such as headcount, hiring, attrition, mobility and engagement, partnering with HR and Finance
• Embed workforce and people metrics into G&A planning, budgeting and forecasting cycles
• Lift data literacy and self-service capability across HR
• Translate complex people data from Workday, surveys, talent and reward sources into actionable recommendations
• Partner with HR leadership as the primary analytical partner on workforce health, engagement, talent flows, capacity, productivity and people-related risk
• Collaborate with Finance, G&A Data & Analytics Engineering, Product & Technology, Legal and Risk to deliver shared outcomes

Senior People Analytics Manager

Manager

• Develop, maintain, and refine multi-channel forecasting models for voice, email, chat, messaging, and AI/bot handoffs
• Build 12-to-18-month rolling capacity models to guide hiring, onboarding, shrinkage allocations, and budget planning
• Conduct scenario modeling and risk analysis for business changes, product launches, and operational pivots
• Oversee agent schedule creation and optimization against interval-level demand, staff preferences, labor laws, and shift flexibility
• Lead Real-Time Analysts managing intra-day performance, shrinkage, adherence, and queue dynamics
• Establish processes for PTO management, training allocation, dynamic offline time, and overtime deployment
• Design and deliver executive-level WFM dashboards tracking forecasting, occupancy, adherence, cost per contact, and SLA KPIs
• Use advanced analytics to identify bottlenecks, handle-time anomalies, and automation opportunities
• Own selection, optimization, and continuous improvement of WFM platforms and integrations
• Manage, mentor, and develop WFM Analysts, Data Analysts, and Real-Time Coordinators
• Establish team KPIs, operational standards, and career development pathways
• Conduct 1:1s, performance evaluations, and skill-building sessions
• Unify internal and outsourced BPO operations through SLA governance, capacity models, and automated scheduling workflows
• Improve forecasting accuracy, agent occupancy, labor spend, service levels, CSAT, and operational profitability

CX Workforce Management Manager

Operations

• Serve as the primary Zendesk system administrator and manage user accounts, dashboards, reports, workflows, automations, and configuration tasks
• Gather, prioritize, and execute business requirements with stakeholders across the organization
• Act as project manager for CX Operations and Systems projects and initiatives
• Improve CX Operations and Systems structure, workflows, escalation pathways, facilitation guidelines, and best practices
• Present relevant changes and their impact to external partners and internal Melio CX teams
• Liaise between teams using Zendesk to ensure alignment, efficiency, and adoption of best practices
• Engage internal stakeholders throughout project pipelines as the Zendesk subject matter expert
• Communicate the rationale behind workflow and process implementation decisions
• Develop senior and associate team members and support career growth
• Provide checks and balances for implementations and system workflow updates
• Drive clarity and align cross-functional priorities when challenges or conflicting demands arise
• Maintain data-hygiene protocols and reliable business insights
• Understand the end-to-end CX journey and deliver measurable customer and team outcomes
• Translate technical estimates, diagnostics, risks, and solutions into clear strategy for varied audiences
• Deliver tested, maintainable, scalable technical projects
• Establish career paths and growth plans
• Design, implement, track, and report KPIs measuring team-deliverable impact

CX Systems Operations Manager

Data Engineer

• Design and build scalable data solutions from ingestion through modelling and underlying platform infrastructure
• Own complex technical problems end to end
• Raise technical standards and improve data quality
• Create a more self-service data platform
• Expand core data platform capabilities and infrastructure using Snowflake, dbt, Prefect, and AWS
• Advance Infrastructure as Code practices by deploying and operating platform components with Terraform
• Build raw data intake pipelines and core data models for downstream teams
• Develop real-time data products and behavioural analytics platforms using tools such as Flink
• Manage production systems, monitoring, and incident response
• Build automated self-service tools to improve developer productivity
• Collaborate with data consumers, engineering teams, product teams, and security teams

Data Engineer – Data Platforms

Product Manager

• Own new and existing Mobile products, driving customer and commercial value
• Lead products end-to-end from research and ideation through implementation and ongoing iteration
• Define and execute the Mobile product strategy and roadmaps aligned with Xero's overall objectives
• Conduct customer engagement and research to identify, frame, and validate high-value problem areas
• Establish team delivery cadences and define success metrics
• Participate in quarterly OKR planning
• Guide products through their full lifecycle
• Manage risk and compliance and drive iterative performance improvements
• Collaborate with mobile product, product, engineering, and design teams
• Build alignment across diverse stakeholders and navigate difficult conversations
• Coach and mentor colleagues in user research methodologies, product prioritisation, and experimental problem-solving
• Continuously improve product management practices and team delivery

Senior Product Manager, Mobile

Data Scientist

• own end to end science roadmaps for a product domain
• partner with Product, Engineering and Design to frame problems, define success metrics and drive experimentation
• lead the measurement strategy for your area
• shape how AI is applied to analytics and agentic use cases
• act as a trusted advisor to senior stakeholders on complex and ambiguous problems
• build reusable analytical assets that get adopted across pods
• mentor data scientists and help shape standards and tooling for the data science community at Xero

Staff Data Scientist

• Own end-to-end data science projects that shape Xero's flagship product areas
• Use modern AI tooling and automation for analysis
• Mentor earlier-career scientists

Senior Data Scientist

Backend Engineer

• Join Xero's Database Reliability Team as a Software Engineer with a focus on database reliability
• Split time roughly 50% on software engineering and 50% on database reliability, building internal tooling that improves fleet management
• Keep the platform healthy, resilient, and performant by monitoring performance, improving observability, and investigating production issues
• Strengthen the underlying platform supporting engineering teams across Xero, directly shaping a fast, reliable experience for millions of global customers
• Work alongside engineering teams to ensure backend systems scale smoothly as demand grows
• Focus on continuously improving platform reliability and integrating modern engineering practices, including AI-driven workflows

Software Engineer – Database

Customer Success Manager

• Play a pivotal role in empowering customers to achieve their business goals.
• Drive advocacy and product adoption for Xero.
• Guide, mentor, and provide strategic direction to a dedicated team of specialists.
• Increase contribution to overall revenue by guiding day-to-day outputs across key initiatives.
• Elevate team capabilities through continuous coaching.
• Ensure the team is equipped to deliver on a variety of strategic campaigns.
• Foster a supportive and high-performing environment to influence customer retention and long-term satisfaction.

Engineering Manager

Senior Engineer

Customer Experience Specialist

Customer Experience Specialist

Customer Experience Specialist

Senior Full Stack Engineer

Senior People Analytics Manager

CX Workforce Management Manager

CX Systems Operations Manager

Data Engineer – Data Platforms

Senior Product Manager, Mobile

Staff Data Scientist

Senior Data Scientist

Software Engineer – Database

Customer Success Lead