Customer Service Representative maintaining workflow by coordinating warehouse duties, assisting managers, and fulfilling orders in logistics operations. Supportive work environment improving productivity and dedication.
About the role
- Head of Workforce Planning at Xero focused on optimizing Customer Experience resources and implementing AI-driven workforce strategies. Leading a global team and enhancing operational efficiency.
Responsibilities
- Ensure Xero maximises the full potential of Customer Experience resources by having the right people in the right place at the right time.
- Move beyond traditional linear capacity planning to design a fluid, AI-augmented workforce ecosystem.
- Lead the transition to real-time resource orchestration, optimising every minute of specialists' time for maximum customer impact across all global regions.
- Act as a key advisor to senior leadership, providing data-backed recommendations on headcount investment and organisational design to de-risk operational changes.
- Design and execute a long-term workforce strategy that accounts for AI-driven efficiency gains and the transition to high-value proactive outreach.
- Implement automated intraday re-balancing strategies to shift resources instantly between channels and functions as demand fluctuates.
- Partner with technology vendors to enhance automation and precision in global support model.
- Develop predictive analytics and "what-if" scenario models to de-risk operational changes during product launches or market expansions.
Requirements
- Extensive experience leading workforce management or operational strategy within a global, multi-site environment.
- A proven track record of guiding teams through technological transformations is essential, particularly regarding the integration of AI and automated routing.
- Mastery of intraday management allows you to pivot resources instantly during high-volatility events.
- Ability to influence senior stakeholders by providing data-backed recommendations on headcount and organisational design.
- High emotional intelligence helps you mentor your team, identifying new skills they need to remain empowered in an evolving landscape.
- Systems thinker who understands how changes in product design or engagement strategy create ripple effects across the global capacity chain.
Benefits
- Hybrid working model that balances office-based connection with flexibility required to lead a team across multiple sites, regions, and timezones
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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