Senior Manager, Tax Compliance Services

				Overview:

We are seeking a strategic Senior Manager to lead multiple customer-facing teams within Avalara's Sales & Use Tax (SUT) Managed Returns Services team. You'll report to Sr Director Compliance Operations and your role will involve end-to-end responsibility for delivering high-quality, high-volume tax services while ensuring regulatory compliance, customer satisfaction, and process excellence. You will lead a team of 50+ employees through multiple managers, drive continuous improvement, and play a key role in platform transitions and cross-functional collaboration.

Responsibilities:

Operational & Team Leadership

* You'll led three global functions (Case Management, Notice Management, Premium Returns) supporting sales tax compliance for 1,000+ enterprise clients.
* Managed a team of 50+ through multiple people managers; established performance standards, tracked KPIs (SLA adherence, CSAT, TTR/TTE), and drove continuous improvement.
* Improved SLA compliance to 98% and reduced time-to-resolution through data-driven workflow enhancements.

Process Optimization & Strategic Initiatives

* Identified and implemented automation and process optimization opportunities aligned with evolving tax regulations and Avalara's tech roadmap.
* Represented operations in cross-functional product and platform initiatives, ensuring scalable, compliant support delivery.
* Collaborated with Product, Engineering, and Customer Support to improve data flow, reduce manual touchpoints, and enhance customer experience.

Performance & Workforce Management

* You'll enabled leadership development through coaching of team leads and SMEs; implemented Gallup-based engagement action plans.
* You'll partnered with Talent Acquisition and Workforce Planning to drive hiring, resourcing, and capacity planning aligned with demand.

Qualifications:

* 12-15 years in operations or compliance roles, with 5+ years managing people managers.
* Experience with driving automation initiatives within high-volume service operations, including evaluating processes, deploying automation tools/technologies, and measuring impact on efficiency and customer experience.
* Experience high-volume service environments with strong process ownership
* Exposure to Sales & Use Tax compliance, especially in case/notice management or premium support, is a strong plus
* Proficient in Microsoft Excel and Office tools; strong analytical and problem-solving capabilities
* Demonstrated ability to lead teams across geographies and time zones, while balancing multiple priorities
			

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Avalara, Inc