Senior Product Manager, AI Experience

Avalara, Inc.; Pune District; Hybrid; INR 2,500,000 - 4,500,000; Full time

Job summary

Avalara is seeking a Senior Product Manager, AI Experience, to define AI-first onboarding and post-sales experiences that reduce manual steps and improve customer satisfaction. You will collaborate across product, design, engineering, customer support, and operations to shape self-service and agentic workflows, enabling faster go-live and better retention.

Ideal candidates have 6+ years in product management for software/SaaS, with experience in AI-enabled customer journeys and post-sales

Qualifications

• Bachelor's degree in Computer Science, Human-Computer Interaction, Software Engineering, Information Systems, Digital Product Design, or a related technical field.
• 6+ years of product management experience in software, SaaS, platform, digital experience, workflow, or customer lifecycle products.
• Experience building AI-first or automation-supported customer experiences.
• Experience with post-sales customer lifecycle products or workflows.
• Ability to explain complex workflows, tradeoffs, and responsible AI considerations across multiple stakeholders.

Responsibilities

• Own the product roadmap for AI-first onboarding and go-live experiences, aligned to customer needs, business goals, and cross-functional priorities.
• Define self-service and AI-driven customer workflows that help customers configure, onboard, and go live with Avalara products.
• Translate customer needs, onboarding friction, operational constraints, and business goals into clear requirements, workflow models, success measures, and release priorities.
• Partner with product, design, engineering, customer support, operations, and other teams to create intuitive, scalable, and trusted customer experiences.
• Use AI-assisted product and user experience tools to create lightweight artefacts such as journey maps, workflow models, experience concepts, prototypes, and decision documents.
• Shape future-state experiences that combine human workflows, self-service tools, conversational agents, product interfaces, API, and domain-specific agents.
• Find opportunities to simplify onboarding by guiding customers through the right mix of self-service, AI-assisted, and human-supported paths.
• Apply responsible AI practices when defining customer-facing workflows, including data privacy, bias mitigation, hallucination risk, explainability, and appropriate human review.
• Share AI methods, prompts, patterns, and learnings with product, design, and engineering partners to improve team capability.

Skills

AI experience

Product management

Onboarding workflows

Cross-functional collaboration

Post-sales experience

Education

Bachelor's degree in Computer Science or related field

Job description

What You'll Do

Avalara is looking for a Senior Product Manager, AI Experience to define AI-first digital experiences that help customers configure, onboard, and go live with the products they have purchased. You will initially focus on a strategic post-sales customer lifecycle program, shaping self-service and agentic workflows that reduce manual onboarding steps and create clearer, more trusted customer experiences. You will report to the Senior Director of Digital Platform and Customer Experience and partners across product, design, engineering, customer support, and operations. You will help Avalara improve time to go-live, customer experience, onboarding capacity, operational efficiency, revenue acceleration, and customer retention. #LI-Hybrid

What Your Responsibilities Will Be

• Own the product roadmap for AI-first onboarding and go-live experiences, aligned to customer needs, business goals, and cross-functional priorities.
• Define self-service and AI-driven customer workflows that help customers configure, onboard, and go live with Avalara products.
• Translate customer needs, onboarding friction, operational constraints, and business goals into clear requirements, workflow models, success measures, and release priorities.
• Partner with product, design, engineering, customer support, operations, and other teams to create intuitive, scalable, and trusted customer experiences.
• Use AI-assisted product and user experience tools to create lightweight artefacts such as journey maps, workflow models, experience concepts, prototypes, and decision documents.
• Shape future-state experiences that combine human workflows, self-service tools, conversational agents, product interfaces, application programming interfaces, model context protocol capabilities, and domain-specific agents.
• Find opportunities to simplify onboarding by guiding customers through the right mix of self-service, AI-assisted, and human-supported paths.
• Apply responsible AI practices when defining customer-facing workflows, including data privacy, bias mitigation, hallucination risk, explainability, and appropriate human review.
• Share AI methods, prompts, patterns, and learnings with product, design, and engineering partners to improve team capability.

What You'll Need to be Successful

• Bachelor's degree in Computer Science, Human-Computer Interaction, Software Engineering, Information Systems, Digital Product Design, or a related technical field.
• 6+ years of product management experience in software, software as a service, platform, digital experience, workflow, or customer lifecycle products.
• Experience building AI-first or automation-supported customer experiences, such as conversational agents, agentic workflows, guided self-service flows, or intelligent product experiences.
• Experience with post-sales customer lifecycle products or workflows, such as onboarding, activation, adoption, support, retention, or customer success.
• Collaboration with the ability to explain complex workflows, tradeoffs, and responsible AI considerations across product, design, engineering, customer support, operations, and business stakeholders.

Avalara is an AI-first Company

AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.

• 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.

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.