Head of Onboarding & Automated Customer Ops

Avalara, Inc.; United States; On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Bonuses

Paid time off

Paid parental leave

Private medical insurance

Disability insurance

Employee resource groups

Job summary

Avalara, Inc. is seeking a Head of Operations to own onboarding, go-live, and customer support for our small business tax products. You will lead DAVO and MyLodgeTax operations, drive automation to minimize manual work, and partner with Product and Engineering to scale the operation across a growing customer base.

You’ll focus on creating seamless onboarding, reliable activation, and scalable support processes while aligning with executive leadership on performance metrics and service standards.

Qualifications

• 10+ years in customer operations, onboarding or implementation, ideally in SaaS or SMB tech.
• 5+ years leading teams, including managers of frontline staff.
• Track record of reducing support contacts and improving activation via automation and product changes.

Responsibilities

• Own the customer’s first 90 days, define activation and remove friction.
• Lead onboarding/go-live for DAVO and MyLodgeTax, setting service standards and staffing models.
• Automate registration operations and collaborate with Product/Engineering to scale automated workflows.
• Turn customer friction into product fixes with data-driven roadmap input.
• Coordinate with Avalara’s filing, payments and notices teams to ensure seamless end-to-end experience.
• Hire, develop and lead managers and frontline teams with clear goals and metrics.

Skills

Customer operations leadership

SaaS/fintech/payments domain

Automation & self-service

Operational analytics

Product & Engineering collaboration

Executive communication

Scale onboarding for high-volume SMB

Tools

Salesforce Service Cloud

Zendesk

Gainsight

Snowflake

Tableau

Job description

Avalara, Inc. is seeking a Head of Operations to own onboarding, go-live, and customer support for our small business tax products. You will lead DAVO and MyLodgeTax operations, drive automation to minimize manual work, and partner with Product and Engineering to scale the operation across a growing customer base.

You’ll focus on creating seamless onboarding, reliable activation, and scalable support processes while aligning with executive leadership on performance metrics and service standards.