Job Description

Our Purpose
At Xero, we're here to help supercharge small businesses. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.
How you'll make an impact
Working as part of the Education & Content Delivery team, you'll contribute to and execute the collective team vision and strategy to ensure we achieve our aspirations so we can claim;
- We are the most valued source of advice for small businesses and their advisors
- We are the world leaders in live & digital Customer Education
- We are a strategic force for delivering Xero's FY26-27 performance at scale and beyond
As part of our team, you will update our Learning Management System (LMS), ensuring content is scheduled or published in a timely fashion to meet our business goals. A core focus will be driving efficiency by implementing AI and automated solutions to streamline workflows and support major education projects, ensuring a beautiful experience for our users.
What you'll do

• Scheduling of live webinars for the global live delivery team, quarterly in advance along with ad hoc requests
• Assist in the creation of SOPs across platform & curriculum processes
• Upload digital assets ( such as courses, videos etc) to the LMS ensuring attention to detail and quality checks and balances are in place
• Ensure the global content catalogue is consistently updated to reflect all education content in circulation
• Build out automated/AI powered solution for slack channels, create escalation process for complex queries that need "human intervention"
• Transition the current curriculum queue from the CX Curriculum team to the Education team. Collaborate with CX to build out automated /AI powered solutions for dealing with standard cases. Create escalation process for complex cases that need "human intervention"
• Build LMS landing pages ready for review by Platform Lead
• Triaging Sniper Asana requests as they come into board
• Ensure alignment with Edu Asana board and Integrated Marketing Plan Asana tasks
• Ensure process for new product updates is followed (eg RSG)
• Continue to develop Asana processes optimising for AI capability and capacity planning
• Project Management of large scale education projects (Edu Month, Xerocon, Certification, badges etc)

Success looks like

• You remain highly proficient with scheduling and publishing education content to Xero's LMS, navigating workflows smoothly and making updates without delays or errors.
• You've created a set of clear, simple, and actionable SOPs that are the single source of truth for platform and curriculum processes. New team members can onboard quickly using them, and existing processes run consistently and efficiently with minimal questions.
• The catalogue is always accurate and up-to-date. It's the trusted, go-to resource for stakeholders to see exactly what education content is available globally at any given moment.
• You've implemented an automated solution that successfully resolves standard user queries without human intervention. The escalation process is clear and efficient, ensuring complex issues are directed to the right person for a fast resolution.
• The curriculum queue is fully transitioned from the CX team with zero disruption to service. The new automated system handles the majority of standard cases, freeing up the team to focus on complex, high-value work.
• You are consistently building effective, on-brand landing pages that are ready for final review. They require minimal edits from the Platform Lead, speeding up the time to launch new content.
• The Asana boards operate as a perfectly synchronised and efficient system. All incoming requests are triaged within one business day, tasks are always aligned with the Integrated Marketing Plan, and the team has clear visibility of priorities and deadlines.
• You've evolved the Asana processes to be smarter and more predictive, using AI and automation to improve capacity planning.
• Major education initiatives are delivered successfully, on time, and within scope. Stakeholders are kept informed, risks are managed proactively, and the projects meet or exceed their stated goals, contributing directly to the team's key results.

What you'll bring with you

• Prior project management experience
• Proven interpersonal skills and the ability to quickly build effective working relationships
• Experience in documenting and managing key processes
• Previous intellum / LMS knowledge preferable
• Proven stakeholder management capabilities
• Basic level of understanding of SFDC
• Familiarity with platform integrations (LMS, Zoom, SFDC, etc)
• Passionately curious about AI automation and implementation across processes and platforms.
• Strong proficiency in Asana.
• Strong attention to detail to ensure accuracy and adherence to quality and consistency standards

Why Xero?
Offering very generous paid leave to use however you'd like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value, you'll do the best work of your life at Xero.

Skills Required