What You'll Do Avalara is transforming its Customer Experience (CX) to deliver more seamless, scalable, and satisfying customer journeys across every stage of the lifecycle. We are looking for a seasoned Lead Program Manager to guide a portfolio of CX projects — from large-scale organizational redesign to digital experience improvement and operations. You will lead multiple enterprise-level global programs in consideration of Avalara's Customer Experience Done Right strategy — such as the Future Support Organization transformation, modernizing case management, advancing digital-first self-service, scaling AI capabilities (e.g., Avi), or supporting new customer support and service plan offerings. You bring experience leading complex programs across business, product, and technical teams, with the executive presence to communicate progress, risks, and outcomes at the highest levels. You will excel in ambiguity, take ownership of program outcomes, and operate with urgency and fluency. This role is central to accomplishing Avalara's Customer Experience Done Right strategy, focused on five pillars: cultural shift toward service, unified operating model, intelligent case management, digital-first experiences, and scalable support offerings. You will report to the VP of Customer Experience and you will work remote within the US (#LI-Remote) What Your Responsibilities Will Be Lead multiple CX transformation programs, with accountability for delivery, partner understanding, and measurable outcomes. Be a strategic program lead for plans that may span organizational design, intelligent case management, digital self-service, AI/automation, or service plan delivery — according to Avalara's Customer Experience Done Right strategy. Define program goals, scope, timelines, and success metrics in partnership with executive sponsors and functional leaders across Support, CX, Product, Engineering, Sales, and HR. Oversee and deliver executive-level communications, including program readouts, risks, and decision frameworks for leadership and Partners. Guide execution by facilitating collaboration, aligning priorities, removing blockers, and maintaining clear accountability across teams. Support customer health and experience metrics (e.g., CSAT, GRR, TTR, CPO, Cases per Customer) through targeted programs that reduce friction, increase efficiency, and improve satisfaction. Take data trends and turn them into stories, and stories into change. Lead governance, reporting, and roadmap tracking for assigned projects, ensuring transparency, visibility, and thoughtfulness in delivery. Be a trusted advisor to CX leadership, bringing structure and momentum to complex, ambiguous, or undefined programs that span teams and systems. What You'll Need to be Successful 10+ years of program or transformation leadership experience in SaaS, CX, or enterprise operations. Experience managing complex, global projects across product, support, engineering, and business teams. Experience leading digital transformation, case management modernization, or customer experience strategy and programs. Leading discussions, influencing decisions, and present to C-level partners. Fluency in customer experience metrics and operational Indicators (e.g., CSAT, GRR, TTR, case deflection, CPO). Comfort in bringing clarity and momentum to loosely defined challenges. 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.