Manager, CX Programs Remote, United States - Customer Service and Support - Customer Excellence

What You’ll Do The CX Program Manager leads cross‑functional customer programs driving swift resolution of one‑to‑many, compliance‑impacting issues, such as product defects, system changes, or calculation updates that affect many customers at once. This role leads the team responsible for coordinating end‑to‑end execution for both reactive incidents and proactive compliance risk mitigation, partnering across Product, Engineering, Legal, Compliance, Customer Account Management, and Customer Communications to ensure issues are resolved quickly, consistently, and at scale, preserving customer trust and satisfaction. This role also leads the team responsible for the execution and governance of certain customer remediation requests, ensuring decisions are applied fairly, consistently, and in line with established limits, protecting revenue by avoiding unnecessary concessions while preserving customer trust and long‑term growth. You will lead a team of five overseeing these programs that prevent uncontrolled inbound case volume, delivering clear, accurate, and timely customer communications. The goal is to protect customer compliance, deflect avoidable cases, and reduce financial and reputational risk for Avalara and its partners. A core expectation of this role is driving high standards of excellence with a continuous improvement mindset on how these programs operate. You will audit current processes, identify gaps and inefficiencies, and establish clear success metrics such as time to resolution, case deflection, and ARR protected. You will build executive‑level reporting that makes program impact visible and actionable, and you will create a process to ensure root causes are fed back into the business to reduce repeat issues and operational inefficiencies. This is a hybrid leadership role. You will manage a small team responsible for program execution and customer communications, while also personally leading complex initiatives, driving cross‑functional alignment, and improving scale through process design, automation, and AI tools. Success in this role means one‑to‑many, compliance‑impacting programs continually improve and scale effectively, customer risk and inbound volume are contained, remediation is applied consistently, and leaders have clear, trusted visibility into outcomes like resolution speed and ARR protected. How This Role Elevates Avalara Protecting ARR and customer trust through structured program governance. Reducing repeat incidents through root cause feedback loops. Increasing operational leverage through AI‑enabled automation and reporting. Elevating executive visibility through measurable, data‑backed program reporting. Coaching a team to operate at Bar Raiser standards of quality, ownership, and accountability. What Your Responsibilities Will Be Own end‑to‑end delivery of the Customer Business Continuity and Additional Remedy programs, with clear accountability for scope, timelines, and measurable outcomes. Lead a small team responsible for program execution, customer‑facing communications, and operational readiness, ensuring consistent, high‑quality outcomes across all workstreams. Directly lead high‑impact or high‑risk program initiatives that require hands‑on execution and cross‑functional coordination. Establish and maintain structured program plans, operating rhythms, and documentation that create predictability, transparency, and fast decision‑making. Define program KPIs, ensure data accuracy, and track business impact, including but not limited to metrics such as resolution speed, case deflection, and ARR protected. Identify gaps and inefficiencies in current programs and implement improvements that increase consistency, scalability, and operational performance. Provide clear, concise updates to senior stakeholders on program status, risks, outcomes, and business impact. Measure and report on the effectiveness of new initiatives, including adoption, quality, efficiency, and delivery improvements. Set clear expectations and drive accountability across program workstreams, reinforcing a culture of continuous improvement. What You’ll Need to Be Successful Bachelor’s degree in Business Administration, Finance, Computer Science, or Engineering. 7+ years in program or project management within customer operations, SaaS, or service delivery. Minimum 3 years of people management experience with direct accountability for coaching, feedback, and performance management. Demonstrated success leading business continuity, quality, compliance, or customer assurance programs involving cross‑functional coordination. Experience identifying repeatable operational workflows and applying AI tools—such as LLMs and automation platforms—to streamline documentation, communications, reporting, and program execution at scale. Strong analytical and communication skills, with the ability to translate operational data into clear, actionable narratives for senior stakeholders. Experience managing recurring governance cadences, executive reporting cycles, and structured cross‑functional program execution. Proficiency with project management and BI tools. Bar Raiser Expectations Elevate team performance and program standards by setting a high bar for quality, consistency, and accountability across all customer‑facing initiatives. Strengthen program execution by introducing structured approaches to planning, governance, and cross‑functional coordination that improve speed and predictability. Improve systems and processes to reduce operational inefficiencies, eliminate recurring issues, and increase scalability across one‑to‑many customer programs. Drive high‑quality, data‑informed decision‑making, ensuring tradeoffs appropriately balance customer impact, compliance risk, and business outcomes. Raise the capability of the team through coaching, feedback, and establishing clear expectations for ownership and execution excellence. Identify and address systemic issues, ensuring root causes are resolved and not repeated, improving long‑term operational health. Increase organizational visibility and accountability by building clear, trusted reporting that enables better executive decision‑making. Challenge existing approaches constructively and introduce better ways of working that improve outcomes for customers and the business. Leave programs, processes, and teams measurably stronger than they found them, improving both execution quality and long‑term scalability. AI Bar Raiser Expectations Using LLMs to standardize and accelerate customer communications. Automating KPI reporting and risk identification through AI‑driven insights. Designing repeatable AI workflows that reduce manual governance tasks. Quantifying AI impact (time saved, error reduction, cost avoided). Coaching team members to adopt AI responsibly and securely. 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 eight employee‑run resource groups, each with senior leadership and executive sponsorship. 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, U.S. Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know. #J-18808-Ljbffr Socotra, Inc.