Program Manager, Customer Excellence

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Job description

Overview:
The Customer Excellence (CX) team handles complex and critical situations. As the Program Manager, you will drive improvements across Avalara by leveraging insights from CX scenarios. You will collaborate with cross-functional teams to define and implement system, technology, and process changes that enhance customer experience and operational performance.

The ideal candidate thrives in driving change and influencing cross-functional teams. This role is key to the Customer Excellence team's efforts in delivering significant customer experience and operational improvements. It is highly visible and impactful, requiring an individual who can align teams, resolve blockers, and deliver recommendations that result in measurable outcomes.

This is an individual contributor based in our Durham office with a hybrid work schedule.

Qualifications:
Responsibilities

Drive initiatives from ideation through execution.

Provide program ownership for cross-functional initiatives, ensuring cohesive execution across teams.

Collaborate with and coordinate efforts among functional leaders.

Apply best practices in project management, including developing business requirement documentation, tracking action items, and providing regular status updates.

Implement and measure the outcomes of initiatives, including KPIs and improvement efforts.

Own the full lifecycle of program execution, from planning to completion.

Qualifications

5+ years of experience in operations or program management.

Proven ability to implement business processes, systems, and reporting mechanisms.

Track record of delivering complex, multi-faceted projects on time and within budget.

Strong analytical and quantitative skills with keen attention to detail.

Success in dynamic, fast-paced, and high-pressure environments.

Ability to adapt to shifting priorities and manage multiple projects.

Skilled at driving change within a matrixed organization.

Executive presence with excellent relationship-building and decision-making skills.

High proficiency in Microsoft Office, especially PowerPoint and Excel.

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.

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