What You'll Do
Avalara's Customer Experience Team is hiring a Senior Program Manager, Voice of Customer. Your primary focus will be creating the design and management of Avalara's Voice of Customer Center of Excellence. This role is instrumental in helping Avalara achieve it's strategic goals.
You will report directly to the VP of Customer Experience. This is a remote role based within the US. There will be some required travel to our Durham or Seattle offices about twice a year.
Additionally, you will:
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Develop Avalara's Voice of Customer Center of Excellence.
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Use technology to fuse data from different voice of customer sources (ie market data, customer feedback, CRM) to create new insights that benefit the business and the customer.
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Facilitate cross-functional insight reviews and action-planning meetings.
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Provide guidance to regional teams to ensure customer satisfaction-related metrics are improving.
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Provide training and support across customer experience teams to manage user adoption and champion the adoption of reporting tools (ie PowerBI).
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Provide ad hoc reporting and deliver analysis reports to leadership (including executive leadership) and make recommendations for fundamental operational improvements.
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Collaborate with functional executives on cross-company projects.
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Implement, coordinate, and measure initiative outcomes, KPIs and improvement programs across all areas.
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Lead initiatives by identifying and resolving impediments.
What You'll Need to be Successful
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You have at least a Bachelor's Degree in related field.
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You have 5+ years of experience managing and delivering multiple complex programs and implementing business processes, systems, and reporting.
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You have experience managing and leading cross functional teams to achieve program goals and support beneficial change in a matrixed environment.
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You have experience managing customer experience, voice of customer, or customer success programs within a SaaS environment.
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You have experience using data to to empower decisions and strategy planning and are interested in the details.
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You enjoy collaborating with people across the business from executive to individual contributor level.
About the Team
Our Customer Excellence Team challenges the norm, advocates for the customer experience, and understands the value and impact of the 'voice of customer'.
Pay Range Details
The base pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.
Colorado $105,900-$169,500 (annually)
Washington $105,900-$187,200 (annually)
California $105,900-$205,000 (annually)
NYC $105,900-$205,000 (annually)
The pay range above is the general base pay range for you in the state listed. Your actual salary/wage may be based on multiple factors, such as geographic location, candidate experience and qualifications, and market and business considerations. This role is eligible for an annual bonus based on personal and company performance, depending on the terms of the applicable plan and your role.
#LI-Remote
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.
Flexible hybrid working
We support hybrid work and flexible schedules for our employees.
Learn more about our benefits by region here: https://careers.avalara.com/
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.
Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not 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.
EEO Statement
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.