Job Description

:What You\'ll DoYou will be reporting to the VP of Customer Experience. You will be working from the Pune office in a hybrid model.This is a highly visible, and high impact role to have invaluable cross-functional exposure by engaging with executives and cross-functional leaders, offering insights into the inner workings of Avalara's leadership.This role is instrumental in helping Avalara achieve its strategic goals. You will get exposure to all areas of the business.Responsibilities

• You will design Avalaras Voice of Customer Centre of Excellence
• You will establish and manage the evolution of standardisation, using assets, measuring performance, and providing guidance and governance
• You will fuse data from several voices of customer sources (ie market data, customer feedback, CRM) to generate new insights that the business benefit
• You will use technologies to gather and combine customer feedback data
• You will facilitate cross-functional insight reviews and action-planning meetings
• You will coach and guide regional teams to ensure customer satisfaction-related metrics are improving
• You will deliver analysis reports to leadership and make recommendations for fundamental operational improvements
• You will be the trusted advisor to the executive leadership team
• You will provide ad hoc reporting and insights to stakeholders about the customer journey
• You will work with among functional executives on cross-company projects
• You will implement initiative outcomes, KPIs and improvement initiatives across all functional areas
• You will create materials for executive leadership reporting

What You\'ll Need to be Successful

• 5+ years of Experience leading teams and solid programme management skills, having managed and delivered multiple, complex programmes on time and on budget
• Experience leading customer experience, voice of the customer, or customer success programmes.
• SaaS business experience
• Bachelor's Degree required; MBA preferred
• Experience leading teams and solid programme management skills, having managed and delivered multiple, complex programmes and on-budget
• High level of Excel (can perform complex functions)) and PowerBI

About the Team#LI-Hybrid
How We\'ll Take Care of YouTotal RewardsIn 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:
About AvalaraWere Avalara. Were defining the relationship between tax and tech.Weve 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 - theres nearly 5,000 of us now. Our growth is real, and were not slowing down - not until weve achieved our mission - to be part of every transaction in the world.Were bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture weve 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.Weve been different from day one. Join us, and your career will be too.EEO StatementWere an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company we dont 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.

Avalara