Head of Onboarding & Automated Operations
Avalara, Inc.
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Job summary
Avalara, Inc. is seeking a Head of Operations to own onboarding, go-live, and customer support for DAVO and MyLodgeTax portfolios. You will partner with Product and Engineering to automate registrations and scale operations so customers experience seamless activation.
You will lead onboarding, define activation metrics, and drive data-driven improvements while building a high-performing, metrics-driven team across shared services.
Qualifications
- 10+ years in customer operations or onboarding
- 5+ years leading teams
- Track record reducing support contacts via automation
- Experience scaling onboarding for high-volume SMB customers
- Strong operational analytics: CSAT, activation time, cost to serve
- Experience collaborating with Product and Engineering to fix friction
Responsibilities
- Own the customer’s first 90 days from signup to filing
- Lead onboarding and go-live for every customer
- Define activation metrics and remove friction that slows customers
- Lead support teams for DAVO and MyLodgeTax, set service standards
- Automate tax registrations and partner with Product/Engineering
- Turn customer friction into product fixes with data-driven roadmaps
- Collaborate with filing, payments and notices teams for end-to-end experience
- Build and scale the team with clear goals and operating cadence
Skills
Tools
Job description
Avalara, Inc. is seeking a Head of Operations to own onboarding, go-live, and customer support for DAVO and MyLodgeTax portfolios. You will partner with Product and Engineering to automate registrations and scale operations so customers experience seamless activation.
You will lead onboarding, define activation metrics, and drive data-driven improvements while building a high-performing, metrics-driven team across shared services.
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