Overview:
The Manager, CX Programs is a people leadership role responsible for transforming how Avalara runs complex, customer-impacting programs at scale. This team owns programs related to one-to-many compliance-impacting issues, customer remediation requests, and customer communications, with a mandate to improve speed, consistency, governance, and measurable business impact.
This is a hands-on leadership role for someone who can coach a team, challenge legacy ways of working, and redesign program operations for an AI-enabled, agentic future. The right leader will not only improve how these programs run, but also find, tell, and sell the story of their value through clear metrics, executive-ready narratives, and strong cross-functional influence.
Success in this role means one-to-many, compliance-impacting programs continually improve and scale effectively, customer risk and inbound volume are contained, remediation is applied consistently, and leaders have clear, trusted visibility into outcomes like resolution speed and ARR protected.
How This Role Elevates Avalara
* Protecting ARR and customer trust through structured program governance.
* Reducing repeat incidents through root cause feedback loops.
* Increasing operational leverage through AI-enabled automation and reporting.
* Elevating executive visibility through measurable, data-backed program reporting.
* Coaching a team to operate at Bar Raiser standards of quality, ownership, and accountability.
Responsibilities:
* Own end-to-end delivery of the Customer Business Continuity and Additional Remedy programs, with clear accountability for scope, timelines, and measurable outcomes.
* Lead a small team responsible for program execution, customer-facing communications, and operational readiness, ensuring consistent, high-quality outcomes across all workstreams.
* Directly lead high-impact or high-risk program initiatives that require hands-on execution and cross-functional coordination.
* Establish and maintain structured program plans, operating rhythms, and documentation that create predictability, transparency, and fast decision-making.
* Define program KPIs, ensure data accuracy, and track business impact, including but not limited to metrics such as resolution speed, case deflection, and ARR protected.
* Identify gaps and inefficiencies in current programs and implement improvements that increase consistency, scalability, and operational performance.
* Provide clear, concise updates to senior stakeholders on program status, risks, outcomes, and business impact.
* Measure and report on the effectiveness of new initiatives, including adoption, quality, efficiency, and delivery improvements.
* Set clear expectations and drive accountability across program workstreams, reinforcing a culture of continuous improvement.
Qualifications:
* Bachelor's degree in Business Administration, Finance, Computer Science, or Engineering.
* 7+ years in program or project management within customer operations, SaaS, or service delivery.
* Minimum 3 years of people management experience with direct accountability for coaching, feedback, and performance management.
* Demonstrated success leading business continuity, quality, compliance, or customer assurance programs involving cross-functional coordination.
* Experience identifying repeatable operational workflows and applying AI tools-such as LLMs and automation platforms-to streamline documentation, communications, reporting, and program execution at scale.
* Strong analytical and communication skills, with the ability to translate operational data into clear, actionable narratives for senior stakeholders.
* Experience managing recurring governance cadences, executive reporting cycles, and structured cross-functional program execution.
* Proficiency with project management and BI tools.
We are hiring a Bar Raiser - someone who consistently elevates the performance, standards, and impact of the teams they work with. This role is expected to strengthen how work gets done by improving execution, decision-making, and overall team effectiveness.
A successful candidate will:
* Elevate team performance and program standards by setting a high bar for quality, consistency, and accountability across all customer-facing initiatives
* Strengthen program execution by introducing structured approaches to planning, governance, and cross-functional coordination that improve speed and predictability
* Improve systems and processes to reduce operational inefficiencies, eliminate recurring issues, and increase scalability across one-to-many customer programs
* Drive high-quality, data-informed decision-making, ensuring tradeoffs appropriately balance customer impact, compliance risk, and business outcomes
* Raise the capability of the team through coaching, feedback, and establishing clear expectations for ownership and execution excellence
* Identify and address systemic issues, ensuring root causes are resolved and not repeated, improving long-term operational health
* Increase organizational visibility and accountability by building clear, trusted reporting that enables better executive decision-making
* Challenge existing approaches constructively and introduce better ways of working that improve outcomes for customers and the business
* Leave programs, processes, and teams measurably stronger than they found them, improving both execution quality and long-term scalability
We are hiring an AI Bar Raiser - someone who brings deep, applied AI expertise and uses it to meaningfully improve how work gets done. This role is expected to drive measurable impact through AI by enhancing speed, quality, and scalability across the team.
Examples include:
* Using LLMs to standardize and accelerate customer communications.
* Automating KPI reporting and risk identification through AI-driven insights.
* Designing repeatable AI workflows that reduce manual governance tasks.
* Quantifying AI impact (time saved, error reduction, cost avoided).
* Coaching team members to adopt AI responsibly and securely.
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