Senior Manager, Go Live
IN-Pune
India Careers
Req #: 16842
Type: Regular
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Overview: The Senior Manager, Operational Excellence for Customer Onboarding leads the engine that keeps Avalara's implementation operations fast, predictable, and high quality. This role backfills a previously established leadership position responsible for strategic process improvement, scalable automation workflows, and data reporting and analytics. As Avalara scales global onboarding volume and accelerates its AI-first strategy, this role exists to: * Reduce implementation backlog and time-to-value by improving throughput, queue hygiene, and data quality. * Strengthen quality, CSAT/DSAT, and consistency through centralized QA and operational standards. * Turn Customer Onboarding data and AI insights into early interventions that prevent escalations and improve customer experience at scale. This is a business-critical role that directly influences onboarding velocity, forecasting reliability, customer satisfaction, and operational leverage in the next 12 months. This role is expected to raise and continuously advance Avalara's AI Onboarding capability. The manager must demonstrate deep, hands-on experience applying AI across coding, testing, operations, and engineering workflows to drive measurable improvements in productivity, quality, and delivery speed. This leader will introduce new AI tools, establish best practices, and operationalize AI-driven development, ensuring the team moves beyond basic usage toward meaningful innovation and automation. Success requires actively leveling up the AI capability of the onboarding organization, mentoring engineers on applied AI techniques, and identifying strategic opportunities where AI can materially improve onboarding outcomes and business impact. This is a Hybrid role in Pune location. Responsibilities: Be Define and lead the Operational Excellence roadmap across data, reporting, quality, automation, and change management Consolidate onboarding reporting into a single, reliable source of truth across backlog, throughput, quality, and customer metrics Improve data integrity and operational hygiene to enable accurate forecasting and decision-making Design and implement automation and AI-driven workflows that reduce cycle time and manual effort Partner with technical and business teams to launch scalable solutions and track measurable impact (e.g., time saved, backlog reduction, quality improvement) Establish and maintain quality standards, scorecards, and feedback loops across onboarding teams Drive structured change management, including training, communication, and adoption tracking Lead and develop a team of analysts and program or operations managers aligned to Operational Excellence outcomes Build strong cross-functional partnerships to improve onboarding outcomes and customer experience Continuously identify opportunities to simplify processes and improve operational efficiency Qualifications: 12+ years of experience in operations, program management, analytics, or process improvement in a technology or SaaS environment 6+ years of experience leading high-performing teams Proven track record delivering measurable improvements in operational metrics such as throughput, backlog, quality, cost, or customer satisfaction Experience designing and implementing automation or AI-driven solutions tied to business outcomes Strong data and analytics capability, including working with BI tools such as Power BI to define metrics and drive insights Ability to influence stakeholders across technical and business teams and drive alignment on priorities
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