Head of Operations (Support & Onboarding), Avalara Micro and Emerging Business

Avalara, Inc.; United States; Sur place; USD 180 000 - 280 000; Plein temps

Avantages offerts par ce poste

Bonuses

Paid time off

Paid parental leave

Private medical insurance

Disability insurance

Employee resource groups

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer operations leadership

SaaS/fintech/payments domain

Automation & self-service

Operational analytics

Product & Engineering collaboration

Executive communication

Scale onboarding for high-volume SMB

Outils

Salesforce Service Cloud

Zendesk

Gainsight

Snowflake

Tableau

Description du poste

What You’ll Do

For a small business owner, getting set up for sales or lodging tax can be the most stressful part of using our product — and the moment they decide whether to trust us. Avalara builds the software that makes tax compliance automatic. We’ve built a dedicated business to serve the smallest and fastest-growing of these customers, and we’re looking for the leader who will make their experience effortless from the first day.

As Head of Operations, you’ll own onboarding, go-live and customer support for a portfolio that includes DAVO (automated sales tax for small businesses, set up through their point-of-sale system) and MyLodgeTax (lodging tax registration and filing for short-term rental hosts), along with the registration operations that get customers compliant in the first place.

This isn’t a role about growing a support team in line with customer growth. It’s about building an operation where most customers never need to contact us — because onboarding just works, problems are caught early, and the manual work is automated away. You’ll lead the teams that serve customers today and work directly with Product and Engineering to make each of those teams more scalable every quarter.

What Your Responsibilities Will Be

Own the customer’s first 90 days. Lead onboarding and go-live for every customer, from signup to their first successful filing. Define what a great activation looks like, measure it, and remove the friction that slows customers down or sends them to support.

Run support that gets better, not just bigger. Lead the support teams for DAVO and MyLodgeTax, and build out MyLodgeTax support as the portfolio grows. Set service standards, staffing models and quality measures, and treat every recurring contact as a problem to eliminate rather than a ticket to close.

Automate registration operations. Lead the team that handles tax registrations for MyLodgeTax customers today, and partner with Product and Engineering to automate that work, so the team can focus on the exceptions that really need a person.

Turn customer friction into product fixes. Build the feedback loop between operations and the product team: which issues drive contacts, which onboarding steps lose customers, and which fixes would pay back fastest. Bring data, not anecdotes, to roadmap conversations.

Work across Avalara’s shared services. Partner with Avalara’s filing, payments and notices teams, which this business relies on rather than rebuilding, so the customer experience is seamless end to end.

Build the team and the operating rhythm. Hire, lead and develop managers and frontline teams. Set clear goals and decision rights, and run the cadence of operating reviews, dashboards and service metrics that keeps the operation sharp.

What You’ll Need to be Successful

What you bring

• 10+ years in customer operations, support, onboarding or implementation, ideally in SaaS, fintech, payments, compliance or SMB technology
• 5+ years leading teams, including managers of frontline teams
• A track record of reducing support contacts per customer and improving activation through automation, self-service and product changes, not just headcount
• Experience scaling onboarding and support for high-volume, self-serve or SMB customers
• Strong operational analytics: contact drivers, time to activate, first-contact resolution, CSAT, cost to serve and capacity planning
• Experience working closely with Product and Engineering to prioritize and ship fixes for customer friction
• Clear, direct communication with executives and the ability to lead across a matrixed company

Bonus points

• You know tax, accounting, payments, POS, hospitality or short-term rentals
• You’ve run registration, filing or other regulated, deadline-driven operations
• You’ve used AI to scale operations: support deflection, triage, agent assist or workflow automation
• You’ve worked with partner-led or embedded products where onboarding runs through a third-party platform
• You’re fluent in tools like Salesforce Service Cloud, Zendesk, Gainsight, Snowflake or Tableau

Avalara is an AI-first Company

• You’ll bring experience using AI and AI-related technologies, ready to thrive here.
• You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.
• You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.

How We’ll Take Care of You

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness

Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversit y

Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

What You Need To Know About Avalara

We’re defining the relationship between tax and tech.

We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we’re a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.

We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.