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ExecutiveFull-timeReactAI
Salary Range
$142,800 - $193,200 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Head of Workforce Planning & Optimisation to join Xero. This role focuses on maximizing the potential of Customer Experience resources by ensuring the right people are in the right place at the right time. You will design a fluid, AI-augmented workforce ecosystem that balances reactive support with proactive customer success initiatives.
Key Responsibilities
- →Design and execute a long-term workforce strategy that accounts for AI-driven efficiency gains
- →Implement automated intraday re-balancing strategies to shift resources between channels and functions
- →Partner with technology vendors to enhance automation in our global support model
- →Develop predictive analytics and scenario models to de-risk operational changes
Requirements
- ✓Extensive experience leading workforce management or operational strategy in a global environment
- ✓Proven track record of guiding teams through technological transformations, particularly AI integration
- ✓Mastery of intraday management to pivot resources during high-volatility events
- ✓Ability to influence senior stakeholders with data-backed recommendations
- ✓High emotional intelligence to mentor team members and identify new skills
- ✓Systems thinking to understand ripple effects across the global capacity chain
