Global Support Operations Director, AI-Driven CX Leadership

Avalara, Inc.; Northern (KY); Hybrid; USD 220,000 - 320,000; Full time

Job summary

Avalara, Inc. is seeking a dynamic Senior Director, Global Support Operations to lead, transform, and scale our worldwide customer support capabilities. This senior leadership role shapes strategic direction, accelerating innovation through data-driven decisions, digital-first experiences, and AI integration.

You will lead a global team of support professionals, drive AI-first initiatives, and ensure proactive, intelligent customer experiences that differentiate Avalara in the market.

Qualifications

• Bachelor\'s degree in business, technology, or a related field is required.
• MBA or equivalent advanced degree is preferred.
• Demonstrated experience leading global, multi-region support transformations with AI-based solutions.

Responsibilities

• Define and execute a multi-year vision for global customer support operations aligned with strategic goals.
• Lead AI-enabled support transformations including automation and agent-assist tools.
• Oversee day-to-day global support operations, ensuring SLA, CSAT, and regional targets.
• Build governance for processes, knowledge management, incident management, and QA.
• Establish dashboards and KPIs to guide executive decisions and measure health of support.
• Collaborate with product/engineering/revenue teams to align roadmaps with customer outcomes and readiness.

Skills

Global support leadership

AI in support

Data-driven decisions

Cross-functional collaboration

Change management

Education

Bachelor\'s degree in business/technology or related field

MBA or equivalent advanced degree

Tools

Salesforce Service Cloud

Zendesk

LLM-based triage

Job description

Avalara, Inc. is seeking a dynamic Senior Director, Global Support Operations to lead, transform, and scale our worldwide customer support capabilities. This senior leadership role shapes strategic direction, accelerating innovation through data-driven decisions, digital-first experiences, and AI integration.

You will lead a global team of support professionals, drive AI-first initiatives, and ensure proactive, intelligent customer experiences that differentiate Avalara in the market.