Manager - Professional Services

Avalara, Inc.; Pune District; Hybrid; INR 2,000,000 - 4,000,000; Full time

Job summary

Avalara, Inc. is seeking a Delivery Lead for Professional Services to oversee customer implementations across AvaTax, ECM, Returns, and connectors.

You will lead a team of Project Managers and Implementation Consultants, driving AI-enabled delivery and operational excellence in a hybrid in-office role. You will partner with Sales during pre-sales, manage risk and scope, and ensure quality across global implementations.

Qualifications

• Bachelor’s degree in CS/Engineering or equivalent.
• 4+ years in Professional Services, Technical Consulting, or SaaS Implementation with 1+ year people management.
• Experience managing enterprise software implementations, including SOW governance and change control.

Responsibilities

• Oversee end-to-end delivery of customer projects across Avalara solutions.
• Hire, manage, and mentor a high-performing team of PMs and Implementation Consultants.
• Manage escalation, scope governance and review of SOWs and change requests.
• Develop standard operating procedures for portfolio risk and capacity management for a 70+ FTE organization.
• Collaborate with Sales, Product, PMO, and Support to remove blockers.
• Design and operationalize AI tools to improve status reporting, SOW drafting, risk summaries, and communications.
• Identify delivery friction and implement AI-assisted steps across teams for data validation and connector checks.
• Coach the team on prompt engineering and responsible AI while ensuring data privacy and security.

Skills

People management

Project delivery

AI in delivery

PSA/CRM tools

Travel readiness

Education

Bachelor's degree in CS/Engineering

Tools

FinancialForce/Certinia

Salesforce

ERP connectors (NetSuite, SAP, Workday)

Job description

What You'll Do

As an AI-first company, Avalara is accelerating automated compliance to improve customer time-to-value. Reporting to the Sr. Manager of Professional Services, you will oversee the delivery of customer implementations across AvaTax, ECM, Returns, and connector products. You will lead a team of Project Managers and Implementation Consultants, driving delivery thoughtfulness and using applied AI to grow operations as implementations grow in volume and complexity across ERP and commerce ecosystems. You will report to Sr Manager - Professional Services.

HYBRID.

What you'll do

You will help bring Avalara's compliance solutions to life for our customers. You will oversee, in-scope, and high-quality customer implementations across AvaTax, ECM, Returns, and connectors. Beyond project delivery, you will lead a high-performing team of Project Managers and Implementation Consultants, driving their career growth and technical capabilities. You will also promote operational excellence by integrating AI-assisted workflows into the implementation lifecycle, streamlining everyday tasks, and elevating our team's delivery architecture. If you are passionate about driving scalable customer success, leading empowered teams, and using cutting-edge technology to reduce friction.

What Your Responsibilities Will Be

• Implementation Delivery Oversight: Lead the end-to-end execution of customer projects, ensuring quality, compliance, and delivery across multiple Avalara solutions.
• Team Leadership: Hire, manage, and mentor a high-performing team of Project Managers and Implementation Consultants, driving performance and career progression.
• Escalation & Scope Governance: Act as the primary escalation point for complex operational issues, resolving the majority of escalations independently. Review and manage Statements of Work (SOWs) and Change Requests to prevent scope creep and uphold commercial terms.
• Risk & Capacity Management: Establish standard operating procedures to mitigate portfolio risks. Manage global resource assignments and provide accurate capacity and revenue forecasts for a 70+ FTE organization.
• Collaboration: Partner with Sales during pre-sales scoping to agree on delivery models, and collaborate with Product, PMO, and Support to remove blockers.
• AI-Enabled Practice Improvement: Design, test, and operationalize AI tools (e.g., automated scripts, custom GPTs) to refine project status reporting, SOW drafting, risk summarization, and customer communications.
• AI-Assisted Delivery Architecture: Identify delivery friction points and collaborate across teams to implement AI-assisted steps for data validation, connector configuration checks, and tax profile mapping.
• Team Enablement in AI: Coach your team on prompt engineering and responsible AI practices, ensuring strict adherence to Avalara's data privacy and security policies while leveraging AI-powered analytics to monitor portfolio health.

What You'll Need to be Successful

• Education: B.S. in Computer Science or Engineering.
• Experience: 4+ years of relevant experience in Professional Services, Technical Consulting, or SaaS Implementation, including 1+ years of direct people management experience.
• Delivery Expertise: Manage complex enterprise software implementation lifecycles (kickoff to GoLive), including SOW governance, change management, and project risk control.
• Systems Knowledge: Proficient in PSA/CRM tools (e.g., FinancialForce/Certinia, Salesforce) and familiarity with transaction tax compliance, AvaTax, or ERP connectors (e.g., NetSuite, SAP, Workday).
• Applied AI Capability: Demonstrated experience using and operationalizing AI tools (e.g., LLMs, n8n, workflow automations) with quantifiable impact on delivery cycle time, operational efficiency, or work quality.
• Travel Requirement: Willingness to travel up to 20% for customer engagements and internal leadership meetings.

#LI-Hybrid

This is a hybrid in-office role.

Avalara is an AI-first Company

• You’ll bring experience using AI and AI-related technologies, ready to thrive here.
• You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.
• You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.

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 diversit y

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.