Director, Service Operations and Analytics Avalara
Do you thrive on creating great customer support experiences" Do you enjoy the challenge of identifying and creating efficiencies in processes across departments" Are you a numbers focused person, who is maniacal about measuring performance? Avalara is seeking an experienced Director of Service Operations and Analytics (Customer Support/ Services), to:
Innovate and drive world-class support programs, processes and KPIs aimed at Customers and Partners of our award winning sales and use tax automation solutions
Lead and/or facilitate process improvements, customer readiness programs and the implementation of new tools (such as customer self-serve offerings).
As a key leader of the Customer Success team, the successful candidate will manage a small team operating from either our Seattle or Bainbridge Island office and work closely with peers in the Customer Success department as well as other departments, including those in Avalaras offices located throughout the US and in India and Europe.
A critical element of the role, is the ownership, management and reporting of Customer Success metrics and key KPIs. The ideal candidate will be passionate about customer service and improving customer service programs to meet a rapidly growing customer and partner community. The candidate will have extensive experience running operations for a Customer Support Organization or Call Center operation in a SAAS environment. A hands-on approach will be vital for the success in this role.
Manage a small team to develop Service Operations and Analytics into centralized competency for Customer Success
Lead, support or enhance customer experience initiatives ranging from new technology projects to process improvements to service level definitions
Lead cross-team initiatives supporting new product launches and customer readiness program for new releases across product lines and integrations
Create, maintain and analyze key Customer Success KPIs and scorecards, and be a key member of the Avalara data warehouse initiative; generate and facilitate reporting to drive overall business planning
Increase engagement and communication among internal stakeholders for service initiatives and operations
Assist department managers in driving operational efficiency and excellence improvements into support/service offerings and processes
About Avalara Founded in 2004, Avalara pioneered a service-based platform for sales tax and compliance automation and has been recognized for years as one of Americas fastest growing technology firms. The companys cloud solutions help thousands of customers stay focused on their core businesses by providing automated end to end compliance services including sales and use tax calculation, exemption certificate management, filing and remittance, and a broad array of related services. Avalara built its technology platform and extensive user base using internal expertise and the strategic acquisition of industry leading organizations, technologies, and personnel. Operating behind the scenes via seamless integration with virtually any business management system, Avalara delivers fast, easy, accurate, and affordable solutions for companies of any size. Avalara Employs approximately 500 professionals at its headquarters on Bainbridge Island, WA and offices in Seattle WA; Irvine, San Diego and Rocklin, CA; Falls Church, VA; Harrisburg, PA; Raleigh, NC; and Pune, India.
Experience and Skills:
Bachelors degree in quantitative field, Masters degree, MBA is preferred
10+ years in a Support or Service Operations role in a technology company ? experience in a high-volume call center
Prior SAAS and business software experience (ERP, CRM, Sales Tax, Payment Processing)
Keen desire to stay current with latest technology trends in Support
Prior experience implementing customer self-service platforms such as Knowledge Management, Community, etc.
Enthusiasm for (energized by) Data combined with experience in developing operating KPIs, generating reporting and analyzing results
Strong leadership skills and analytical skills and extensive project management experience, including working in cross-functional teams and managing multiple projects simultaneously
Superior and well-practiced communication skills, both oral and written, to business and technical users
Avalara is an Equal Opportunity Employer. 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.
Job Level: Management
Number of Openings: 1
Years of Experience: 10 - 15 Years
Level of Education: BA/BS
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