Director, Enterprise Customer Intelligence & Enablement

Avalara, Inc.; Northern (KY); Hybrid; USD 170,000 - 210,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Paid time off

Job summary

Avalara, Inc. is seeking a senior leader to build and scale the CI&E Center of Excellence, directing Customer Intelligence, Closed Loop & Activation, and Quality Assurance. You will shape strategy, manage senior experts, and drive an enterprise system converting customer evidence into trusted intelligence and actionable outcomes.

Reporting to the Sr. Director, Global Customer Experience, this role emphasizes AI adoption, governance, and cross-functional collaboration across Product, Engineering,

Qualifications

• BS in Computer Science or Engineering.
• 10+ years of relevant experience across Customer Experience, Customer Intelligence, Experience Management, analytics-led strategy, quality, or related enterprise disciplines.
• Demonstrated experience leading multidisciplinary teams and raising talent density and organizational performance.
• Experience building or leading enterprise Customer Intelligence, experience management, closed-loop improvement, or comparable data-driven decision capabilities.
• Strong analytical and business fluency with a demonstrated ability to translate complex customer and operational evidence into strategic decisions, investment priorities, and measurable outcomes.
• Experience establishing enterprise governance, measurement, operating models, and cross-functional accountability.
• Demonstrated ability to influence senior and executive leaders and partner effectively across Product, Engineering, Data Science/Analytics, Operations, and other complex enterprise functions.
• Demonstrated applied AI experience with measurable impact on insight, quality, efficiency, scale, or customer outcomes.

Responsibilities

• Set the strategic direction, operating model, capability roadmap, and investment priorities across Customer Intelligence, Closed Loop & Activation, and Quality Assurance.
• Lead a multidisciplinary organization of senior functional experts and analysts, establishing clear accountability while integrating their capabilities into a cohesive enterprise system.
• Ensure Avalara develops a connected signal ecosystem spanning solicited and unsolicited feedback, behavioral, operational, product, journey, relationship, predictive, and quality signals.
• Evolve CX360 as our enterprise Customer Intelligence engine to support retention, lifecycle, experience, and operational decisions.
• Drive Closed Loop governance and activation to move evidence-backed systemic opportunities through prioritization, decision, activation, and continuous learning.
• Embed intelligence and measurement into the customer experience, establishing standards for required feedback, behavioral, operational, journey, and quality signals into transformed experiences before launch.
• Set the direction for Quality Assurance across interaction quality, experience assurance, and quality intelligence for human, AI-assisted, AI-led, and digital customer experiences.
• Set the direction for using AI to materially increase the speed, scale, coverage, and quality of customer intelligence, opportunity detection, and quality evaluation.
• Drive measurable AI adoption across CI&E while establishing responsible governance, transparency, validation, and human oversight.

Skills

Leadership

Customer Intelligence

Analytics

AI Experience

Stakeholder Influence

Governance

Cross-functional

Data-driven decisions

Education

B.S. in Computer Science or Engineering

Tools

AI/ML platforms

Job description

Avalara, Inc. is seeking a senior leader to build and scale the CI&E Center of Excellence, directing Customer Intelligence, Closed Loop & Activation, and Quality Assurance. You will shape strategy, manage senior experts, and drive an enterprise system converting customer evidence into trusted intelligence and actionable outcomes.

Reporting to the Sr. Director, Global Customer Experience, this role emphasizes AI adoption, governance, and cross-functional collaboration across Product, Engineering,