The People Operations Analyst focused on benefits provides accurate operational support for Avalara's global benefits programs as a member of the People Operations team. You will be the first line of support for employee benefit inquiries and partners with the Benefits Center of Excellence, People Technology, and People and Culture teams. You will focus on delivering a high-quality employee experience improving systems, processes, and knowledge through simplification, automation, and data-driven improvements. You will report to the Senior Manager, Global People Ops.

This is a hybrid role that must be located in Durham #Hybrid

• Provide support for global benefit inquiries through ServiceNow by delivering accurate and empathetic responses.
• Maintain working knowledge of global benefit programs, policies, and eligibility rules to ensure correct guidance and resolution.
• Identify recurring issues and causes by reviewing trends in cases and feedback, and recommend durable solutions.
• Escalate complex or systemic issues while maintaining ownership through resolution.
• Create, update, and maintain Benefits-related knowledge base articles that are clear, accurate, and employee-friendly.
• Audit AI chatbot responses to identify gaps or inaccuracies and update knowledge sources to improve automated support.
• Partner with the Benefits Center of Excellence and People Technology teams to support system improvements, enhancements, and issue resolution.
• Identify opportunities to improve processes through Workday, ServiceNow, automation, and AI-enabled solutions.
• Help write clear, well-scoped requirements for system or process enhancements.
• Use data, trends, and feedback to measure the effectiveness and inform continuous improvement plans.

Required Qualifications

• Experience supporting HR, Benefits, or People Operations processes in a global environment.
• Experience with HR systems such as Workday and case management tools such as ServiceNow.
• Written and communication skills, including experience creating knowledge base content.
• Analyze processes, identify issues, and recommend improvements.

Qualifications

• Experience supporting global or multi-country benefit programs.
• Exposure to HR automation, AI tools, or chatbot knowledge management.
• Experience writing requirements for system or process enhancements.

Avalara Success Traits

You will emphasize the following Avalara Success Traits:

• Ownership – Takes accountability for outcomes, follows issues through to resolution, and delivers consistent, accurate results.
• Curiosity – Seeks to understand root causes, asks thoughtful questions, and looks for better ways to improve benefit support and systems.
• Simplicity – Translates complex benefit concepts into clear, practical guidance and works to reduce friction for employees and partners.

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.

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.

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.