51d ago

Change Manager - Global Customer OperationsMELBOURNE, AUCUSTOMER – CUSTOMER OPERATIONS


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Full job description

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

About the role:

Xero is looking for an experienced Change Manager to help deliver a variety of Go To Market and global Customer programs that deliver value to our customers.  In this role you will be part of project teams, on the ground and moving with pace, and working on a variety of dynamic and critical projects and initiatives, such as system rollouts and new ways of working. You will also be supported locally by the Customer Operations team and you will be a member of the Xero change management team in People Experience (PX).  

Xero is growing at pace and we will value your change management expertise and adaptability as an essential part of delivering outcomes for our Xeros and customers.

What You'll do :

    • You will be providing critical change expertise to projects that focus on Go To Market and Customer focussed projects and initiatives. 
    • Process change or improvements including technology changes.
    •  Good understanding of different project methodologies and how change is applied - specifically agile.
    • Designing and owning change strategies and plans that are tailored to meet the needs of specific projects. You will guide, contribute and oversee the execution of the recommendations activities outlined in the change management plan, including stakeholder engagement.
    • You will perform a series of change analysis and populate core artifacts eg: Impact & Risk Analysis, Stakeholder analysis, End User Analysis etc.  Where appropriate, you may work with a change analyst.
    • You will design and facilitate change workshops to engage key stakeholders and/or support analysis. 
    • You will have access to and be supported to use the Xero Change Management Framework, practices and tools.

What you’’ll bring:

    • 7+ years in a change management role, with experience in building change strategies and plans and executing on change.
    • Experience in working on Go To Market or Customer focussed change, or complex transformation projects.
    • Exceptional empathy and ability to understand people, especially during times of change where they may be uncomfortable.
    • Amazing stakeholder management and relationship building skills.
    • Excellent presentation, facilitation and documentation skills.
    • Ability to be calm under pressure and work at pace.
    • Experience in project ownership or management is also valued.

Why Xero?

At Xero we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer a great remuneration package including shares plus a range of leave options to suit your well-being. Our work environment encourages continuous improvement and career development and you’ll get to work with the latest technology.  

Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. So, from the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life.

Xero strongly encourages employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in any face-to-face Xero business. 

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Job details
Date posted
6 May 2022
Customer Service & Call Centre
$100k ~ $100k
Contract type
Job mode
Standard/Business Hours
Private business

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