What You'll Do:
Avalara is looking for a Senior Manager, Operational Excellence to lead the systems, processes, analytics, and automation that power Customer Onboarding globally. This role will help improve onboarding speed, forecasting accuracy, implementation quality, and customer satisfaction by building scalable operational standards and AI-driven workflows. You will partner across Customer Onboarding, Engineering, Technical Programs, and Business Excellence to simplify operations, improve visibility into performance, and reduce manual work through automation and applied AI. You will lead a high-performing team responsible for reporting, quality assurance, operational governance, and continuous improvement initiatives that directly impact customer experience and business outcomes.
This role reports to the Director and is a #LI-Hybrid role in Pune location.
What Your Responsibilities Will Be:
- Define and lead the Customer Onboarding Operational Excellence roadmap across reporting, quality, automation, data integrity, and process improvement initiatives.
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Build and manage a transparent intake and prioritization process focused on the highest-impact operational opportunities.
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Consolidate onboarding reporting into a reliable operational source of truth using Snowflake, Power BI, and internal tools.
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Improve implementation data quality, queue management, and operational hygiene to support accurate forecasting and capacity planning.
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Partner with Engineering, Technical Programs, and Business Excellence teams to launch automation and AI-powered workflows that reduce manual effort and onboarding cycle time.
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Measure and communicate the operational and customer impact of automation and AI initiatives, including backlog reduction, time savings, quality improvements, and reduced escalations.
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Establish quality scorecards, operational standards, and coaching loops that improve consistency and customer experience across onboarding teams.
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Lead structured change management efforts for new processes, dashboards, tools, and workflows, including communication, training, and adoption tracking.
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Hire, develop, and coach a high-performing team of analysts, operations managers, enablement specialists, and quality specialists.
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Build a culture of operational excellence that uses data, continuous improvement, and applied AI to simplify complexity and improve business outcomes.
What You'll Need to be Successful:
- Bachelor’s degree in Computer Science, Engineering, or a related technical field.
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8+ years of experience in operational excellence, technical program management, analytics, process improvement, or related functions, including 3+ years leading teams in a technology or SaaS environment.
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Proven success leading operational, reporting, automation, or quality programs that improved throughput, forecasting, customer satisfaction, quality, or cost efficiency.
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Experience designing and implementing AI-driven or automation-based solutions tied to measurable business outcomes.
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Experience working with operational data, reporting tools, Snowflake, business intelligence platforms, and performance metrics.
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Demonstrated people leadership experience with a track record of hiring, coaching, and developing teams.
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Experience applying AI responsibly and securely to improve operational efficiency, scalability, quality, and customer experience.
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Coach teams on practical AI adoption, operational rigor, and continuous improvement practices.
Avalara is an AI-first Company:
AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.
You’ll bring experience using AI and AI-related technologies, ready to thrive here.
You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.
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.
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.
What You Need To Know About Avalara:
We’re defining the relationship between tax and tech.
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.
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.
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.
