🛠 Tech Stack

💼 About This Role

You'll lead a global team to design an AI-augmented workforce ecosystem for Xero's Customer Experience, balancing reactive support with proactive initiatives. Your work will drive real-time resource orchestration and provide data-backed headcount recommendations to senior leadership. This role uniquely combines strategic workforce planning with cutting-edge technology integration.

🎯 What You'll Do

• Design and execute long-term workforce strategy with AI-driven efficiency gains.
• Implement automated intraday re-balancing strategies across channels and functions.
• Partner with technology vendors to enhance automation in global support model.
• Develop predictive analytics and scenario models to de-risk operational changes.

📋 Requirements

• Extensive experience leading workforce management in a global, multi-site environment.
• Proven track record guiding teams through technological transformations, especially AI.
• Mastery of intraday management to pivot resources during high-volatility events.
• Ability to influence senior stakeholders with data-backed recommendations.

✨ Nice to Have

• Experience with AI-augmented workforce planning tools.
• Background in customer experience or contact center operations.
• Familiarity with 'follow-the-sun' support models.

🎁 Benefits & Perks

• 🏖️ Flexible hybrid work balancing office and remote.
• 💼 Career growth in a global tech company.
• 👥 Collaborative team across New Zealand, Australia, and UK.
• 📚 Learning opportunities with cutting-edge AI tools.

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Case Study Presentation· 60 min
4. 4Panel Interview· 45 min