Note: The job is a remote job and is open to candidates in USA. Avalara is an AI-first company providing a cloud compliance platform that connects tax and technology. The Senior Director, Global Support Operations will lead and transform worldwide customer support through data-driven strategies, digital-first experiences, automation, and AI. The role oversees global support operations, cross-functional programs, operational excellence, customer insights, and the development of a high-performing distributed team.
Responsibilities
- Define and execute a multi-year vision for global customer support operations that aligns with Avalara’s strategic goals and customer success metrics
- Champion a transformation agenda that leverages automation, AI, and data to improve resolution times, self-service adoption, and overall customer satisfaction
- Foster a culture of innovation by embedding digital thinking, agility, and rapid experimentation into support operations
- Translate strategy into action through clear, data-informed roadmaps and KPIs that drive both efficiency and exceptional customer experience
- Lead the evaluation, deployment, and continuous improvement of advanced support technologies including chatbots, agent-assist tools, conversational AI, summarization, and intelligent triaging solutions
- Champion the integration of AI/ML into support and CX processes (e.g., chatbots, intelligent routing, agent-assist tools)
- Partner with the internal Digital experience, AI, product, and engineering teams to integrate scalable and secure AI solutions across the support ecosystem
- Act as an internal thought leader and advocate for AI-first, digital-first approaches, partnering with stakeholders to identify scalable solutions that reduce friction and increase self-service effectiveness
- Oversee the day-to-day operations of global support, ensuring delivery against SLAs, CSAT, and other targets across regions and tiers
- Build and drive a robust governance model for global processes, knowledge management, incident management, and quality assurance
- Build a high-performance support operation that is **efficient, scalable, and powered by data and automation****
- Apply continuous improvement methodologies to reduce complexity, eliminate waste, and drive consistent, high-quality customer experiences
- Establish and report on comprehensive performance dashboards, KPIs, and customer health metrics to executive leadership
- Use predictive analytics and VOC data to identify trends, inform business decisions, and proactively enhance the customer experience
- Champion a culture of measurement and accountability by using real-time insights, dashboards, and predictive analytics to guide decision-making at all levels
- Collaborate closely with product, engineering, revenue operations, and marketing teams to close feedback loops, inform product roadmap, and ensure the support readiness of all releases
- Serve as a senior voice in executive forums on customer advocacy, support innovation, and customer retention
- Be a persuasive voice of the customer across the enterprise, influencing senior leaders to prioritize customer impact in decisions
- Drive alignment on customer outcomes by connecting insights from support to the broader product, engineering, and revenue strategies
- Build and nurture a high-performing, globally distributed team of leaders and frontline support professionals
- Drive a culture of coaching, engagement, ownership, learning, empathy, and continuous improvement across all layers of the organization
Skills
- 18+ years of progressive experience in customer support or customer success, with at least 10 years in senior leadership roles managing multi-region, large-scale teams
- Demonstrated success in leading global support transformations, including implementation of AI-based solutions and next-gen support tools
- Strong executive presence, communication and influencing skills in a large matrix environment
- Proven track record of driving digital transformation and innovation in large-scale support organizations
- Hands-on experience and deep understanding of support platforms such as Salesforce Service Cloud, Zendesk, and experience with integrated AI technologies - e.g., virtual agents, case summarization, LLM-based triage, and agent-assist solutions
- Strong familiarity and tactical fluency with AI trends, vendor ecosystems, and practical use cases in support operations in B2B, Tech and SaaS firms
- Expertise in scaling support organizations while balancing cost, quality, and innovation
- Strong operational background with a track record of improving efficiency and customer outcomes through Lean, Six Sigma, or ITIL frameworks
- Bachelor's degree in business, technology, or a related field required
- MBA or equivalent advanced degree preferred
- Certifications in ITIL, Lean, or equivalent operational excellence frameworks is desirable
Benefits
- Paid time off
- Paid parental leave
- Many Avalara employees are eligible for bonuses
- Private medical insurance, varying by location
- Life insurance, varying by location
- Disability insurance, varying by location
- Employee-run resource groups with senior leadership and executive sponsorship
Company Overview