The Senior Manager, Operational Excellence for Customer Onboarding leads the engine that keeps Avalara’s implementation operations fast, predictable, and high quality. This role backfills a previously established leadership position responsible for strategic process improvement, scalable automation workflows, and data reporting and analytics.

As Avalara scales global onboarding volume and accelerates its AI-first strategy, this role exists to:

• Reduce implementation backlog and time-to-value by improving throughput, queue hygiene, and data quality.
• Strengthen quality, CSAT/DSAT, and consistency through centralized QA and operational standards.
• Turn Customer Onboarding data and AI insights into early interventions that prevent escalations and improve customer experience at scale.

This is a business-critical role that directly influences onboarding velocity, forecasting reliability, customer satisfaction, and operational leverage in the next 12 months. This role is expected to raise and continuously advance Avalara's AI Onboarding capability. The manager must demonstrate deep, hands-on experience applying AI across coding, testing, operations, and engineering workflows to drive measurable improvements in productivity, quality, and delivery speed. This leader will introduce new AI tools, establish best practices, and operationalize AI-driven development, ensuring the team moves beyond basic usage toward meaningful innovation and automation. Success requires actively leveling up the AI capability of the onboarding organization, mentoring engineers on applied AI techniques, and identifying strategic opportunities where AI can materially improve onboarding outcomes and business impact.

This is a Hybrid role in Pune location.

Be Define and lead the Operational Excellence roadmap across data, reporting, quality, automation, and change management Consolidate onboarding reporting into a single, reliable source of truth across backlog, throughput, quality, and customer metrics 
Improve data integrity and operational hygiene to enable accurate forecasting and decision-making 
Design and implement automation and AI-driven workflows that reduce cycle time and manual effort 
Partner with technical and business teams to launch scalable solutions and track measurable impact (e.g., time saved, backlog reduction, quality improvement) 
Establish and maintain quality standards, scorecards, and feedback loops across onboarding teams 
Drive structured change management, including training, communication, and adoption tracking 
Lead and develop a team of analysts and program or operations managers aligned to Operational Excellence outcomes 
Build strong cross-functional partnerships to improve onboarding outcomes and customer experience 
Continuously identify opportunities to simplify processes and improve operational efficiency 

12+ years of experience in operations, program management, analytics, or process improvement in a technology or SaaS environment 
6+ years of experience leading high-performing teams 
Proven track record delivering measurable improvements in operational metrics such as throughput, backlog, quality, cost, or customer satisfaction 
Experience designing and implementing automation or AI-driven solutions tied to business outcomes 
Strong data and analytics capability, including working with BI tools such as Power BI to define metrics and drive insights 
Ability to influence stakeholders across technical and business teams and drive alignment on priorities 

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.