Global Support Ops Leader: AI-Driven Transformation

Avalara; United States; On-site; USD 210,000 - 270,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Life and disability insurance

Paid time off

Job summary

Avalara is seeking a dynamic and visionary Senior Director, Global Support Operations to lead, transform, and scale our worldwide customer support capabilities. This role drives a multi-year strategic vision, blending data-driven decision making with AI-powered automation to deliver proactive, personalized support at scale.

You’ll lead a globally distributed team, partner with product, engineering and revenue teams, and champion AI-first, digital-first approaches to improve resolution times,

Qualifications

• 18+ years in customer support or customer success with 10+ years in senior leadership.
• Experience leading global, multi-region support transformations.
• Proven ability to drive data-informed decisions and AI-enabled improvements.

Responsibilities

• Define multi-year global support strategy aligned with company goals.
• Lead AI-enabled transformation, automation, and self-service initiatives.
• Partner with product, engineering, and revenue teams to inform roadmaps.

Skills

Global leadership

AI in support

SaaS experience

Executive communication

Education

Bachelor's degree in business, technology, or related field

MBA or equivalent preferred

Tools

Salesforce Service Cloud

Zendesk

Job description

Avalara is seeking a dynamic and visionary Senior Director, Global Support Operations to lead, transform, and scale our worldwide customer support capabilities. This role drives a multi-year strategic vision, blending data-driven decision making with AI-powered automation to deliver proactive, personalized support at scale.

You’ll lead a globally distributed team, partner with product, engineering and revenue teams, and champion AI-first, digital-first approaches to improve resolution times,