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Avalara is reorganizing around predictive customer intelligence and AI-driven retention as a core business function, signaling a shift from transactional software vendor to outcome-focused customer success platform.
Avalara is building an AI-first customer experience model designed to predict customer needs, reduce systemic friction, strengthen retention, and lower the cost to serve. You will lead the CI&;E Center of Excellence across Customer Intelligence, Closed Loop &; Activation, and Quality Assurance. In this role, you will set the strategic direction for the CoE, lead senior functional experts, and scale an enterprise system that turns customer evidence into trusted intelligence, prioritized action, measurable outcomes, and continuous learning. This role will be part of the Customer Experience Office (CXO), reporting to the Sr. Director, Global Customer Experience. #LI-Remote </p>
Lead a multidisciplinary organization of senior functional experts and analysts, establishing clear accountability while integrating their capabilities into a cohesive enterprise system.</p></li>
Ensure Avalara develops a connected signal ecosystem spanning solicited and unsolicited feedback, behavioral, operational, product, journey, relationship, predictive, and quality signals.</p></li>
Evolve CX360 as our enterprise Customer Intelligence engine to support retention, lifecycle, experience, and operational decisions.</p></li>
Drive Closed Loop governance and activation to move evidence-backed systemic opportunities through prioritization, decision, activation, and continuous learning.</p></li>
Embed intelligence and measurement into the customer experience, establishing standards for required feedback, behavioral, operational, journey, and quality signals into transformed experiences before launch.</p></li>
Set the direction for Quality Assurance across interaction quality, experience assurance, and quality intelligence for human, AI-assisted, AI-led, and digital customer experiences.</p></li>
Set the direction for using AI to materially increase the speed, scale, coverage, and quality of customer intelligence, opportunity detection, and quality evaluation.</p></li>
Drive measurable AI adoption across CI&;E while establishing responsible governance, transparency, validation, and human oversight.</p></li></ul>
B.S. in Computer Science or Engineering.</p></li>
10+ years of relevant experience across Customer Experience, Customer Intelligence, Experience Management, analytics-led strategy, quality, or related enterprise disciplines.</p></li>
Demonstrated experience leading multidisciplinary teams and raising talent density and organizational performance.</p></li>
Experience building or leading enterprise Customer Intelligence, experience management, closed-loop improvement, or comparable data-driven decision capabilities.</p></li>
Strong analytical and business fluency with a demonstrated ability to translate complex customer and operational evidence into strategic decisions, investment priorities, and measurable outcomes.</p></li>
Experience establishing enterprise governance, measurement, operating models, and cross-functional accountability.</p></li>
Demonstrated ability to influence senior and executive leaders and partner effectively across Product, Engineering, Data Science/Analytics, Operations, and other complex enterprise functions.</p></li>
Demonstrated applied AI experience with measurable impact on insight, quality, efficiency, scale, or customer outcomes.
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AI is embedded in our workflows, decision-making, and products.  Success here requires embracing AI as an essential capability.</span></p> You’ll bring experience using AI and AI-related technologies, ready to thrive here.</span></p></li> You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.</span></p></li> You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.</span></p></li></ul> Total Rewards </u></span></p> In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. </span></p> Health &; Wellness</u> </span> Inclusive culture and diversit</u>y </span> We’re defining the relationship between tax and tech.</span></p> We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.</span></p> 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. We’ve been different from day one. Join us, and your career will be too.</span></p> We’re An Equal Opportunity Employer</span></strong></p> 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.</span></p>How We’ll Take Care Of You</h3>
Benefits vary by location but generally include private medical, life, and disability insurance. </span></p>
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. </span></p>What You Need To Know About Avalara</h3>
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