Global Support Operations: AI-Driven Transformation Leader

Avalara, Inc.; United States; On-site; USD 180,000 - 250,000; Full time

Benefits offered by this job

Bonuses

Private medical, life, and disability 

Employee resource groups (ERGs)

Job summary

Avalara, Inc. is seeking a Senior Director, Global Support Operations to lead transformation and scale our worldwide customer support.

You will drive AI-enabled strategies, governance, and data-driven decisions, partnering with product, engineering, and revenue to shape the support roadmap and customer outcomes. The role requires 18+ years in customer support, strong leadership, and a proven ability to implement AI-based solutions across global teams to deliver proactive, high-quality customer

Qualifications

• 18+ years in customer support or customer success, with 10+ years in senior leadership roles
• Proven track record leading global support transformations with AI-based solutions
• Strong executive presence and communication in large matrix environments
• Experience driving digital transformation and innovation in large-scale support organizations

Responsibilities

• Define and execute a multi-year vision for global customer support operations
• Champion automation, AI, and data-driven improvements to resolution times and self-service adoption
• Lead deployment of advanced support technologies (chatbots, agent-assist, triage)
• Collaborate with product, engineering, and Revenue to ensure support readiness of releases

Skills

Leadership

Strategy

Executive presence

Change management

AI/ML awareness

Education

Bachelor's degree in business/technology

MBA or equivalent

Tools

Salesforce Service Cloud

Zendesk

AI technologies (chatbots, agent assist, summarization)

Job description

Avalara, Inc. is seeking a Senior Director, Global Support Operations to lead transformation and scale our worldwide customer support.

You will drive AI-enabled strategies, governance, and data-driven decisions, partnering with product, engineering, and revenue to shape the support roadmap and customer outcomes. The role requires 18+ years in customer support, strong leadership, and a proven ability to implement AI-based solutions across global teams to deliver proactive, high-quality customer