Avalara is looking to solve the problem of transforming its global Customer and Compliance Operations (CCO) function to deliver better outcomes for customers, partners, and teams through large-scale change and process improvement.
Requirements
- 15+ years of progressive experience leading business transformation, operational strategy, or business excellence projects in global, matrixed environments.
- Experience driving enterprise-wide Lean Six Sigma (Black Belt or Master Black Belt required) and automation projects with tangible Return on investment.
- Demonstrated experience applying AI/ML and RPA strategies in partnership with Technology and Engineering teams.
- Experience translating data into strategic insights, including data storytelling and proficiency in BI tools (e.g., Power BI, Tableau).
- Comfortable conveying data-driven insights and strategic updates to executive audiences.
- Bachelor's degree required
Responsibilities
- Lead the end-to-end enterprise transformation roadmap for the CCO organization, in consideration of our priorities and performance goals.
- Establish and run the transformation governance model—driving initiative selection, risk management, team member agreement, and value tracking.
- Build, coach, and scale a global team across India, the UK, and the US, focused on automation, analytics, and continuous improvement.
- Champion Lean Six Sigma practices to lead measurable improvements in cost efficiency, cycle time, quality, and customer experience.
- Integrate automation (AI/ML, RPA) into the operating model to unlock capacity, improve and guide customer responsiveness.
- Manage data-to-action frameworks that bring executive-level insights to life—connecting transformation efforts to P&L, CSAT, and productivity metrics.
- Collaborate with the Corporate PMO, Customer Experience Office, and main functional leaders to ensure cohesive execution and scalable impact.
Other
- Bachelor's degree required
- 15+ years of progressive experience leading business transformation, operational strategy, or business excellence projects in global, matrixed environments.
- Travel requirements not specified
- Clearance requirements not specified
- Strong communication and collaboration skills required
- Ability to work in a fast-paced, dynamic environment required
