What You'll Do

We are looking for a and strategic Program Manager to join our Customer Care Operations team. You will report to Director of CCO and lead important programs focused on improving core support processes and implementing tool enhancements. You will collaborate with your team across Customer Support, Product, Engineering, IT, and other teams to ensure seamless execution and agreement on team goals.

What Your Responsibilities Will Be

• Drive end-to-end program management for programs related to process improvement and tool transformation within Customer Care Operations.
• Partner with important partners to define program scope, objectives, success metrics, timelines, and resource requirements.
• Translate our needs into applicable plans and workstreams, ensuring alignment across support, product, engineering, and operations teams.
• Lead project planning, execution, and communication to ensure delivery of programs.
• Monitor program performance, manage risks, and implement mitigation strategies.
• Be a contact for operational tool enhancements and core system changes, ensuring they align with support team goals and user needs.
• Management practices to increase adoption and ensure smooth transition during process or tool changes.
• Create clear documentation, status report, and presentations for leadership and cross-functional teams.
  
  

What You’ll Need To Be Successful

• Bachelor's degree in Business, Engineering, Computer Science, or a related field; PMP or similar certification.
• 7+ years of program or project management experience in a SaaS or technology organization.
• Experience working with customer care/support operations teams and driving operational improvements..
• Experience with support tools (e.g., Zendesk, Salesforce, CRM systems) and process optimization.
• Experience using analytics to drive decision-making and continuous improvement
• Experience with Agile methodologies and change management frameworks.
• Familiarity with automation, AI/ML support tools, or self-service solutions in a customer support context.
• Experience working with global support teams and scalable support models.
  
  

How We’ll Take Care Of You

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness

Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity

Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

Learn more about our benefits by region here: Avalara North America

What You Need To Know About Avalara

We’re Avalara. We’re defining the relationship between tax and tech.

We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business. Our growth is real, and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.

We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.

We’ve been different from day one. Join us, and your career will be too.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.