Sr. Manager, Customer Intelligence & Enablement Remote, United States - Engineering

Socotra, Inc.; Northern (KY); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Diversity, equity & inclusion programs

Job summary

Avalara is seeking a senior leader to head the CI&E Center of Excellence within the Customer Experience Office. You will define strategy and investment priorities across Customer Intelligence, Closed Loop, Activation, and Quality Assurance, while guiding a senior multidisciplinary team to scale an enterprise intelligence system.

You will drive AI-enabled insights, establish governance, and ensure measurement and learning are embedded across customer experiences, products, and operations.

Qualifications

• BS in Computer Science or Engineering.
• 10+ years of relevant experience across Customer Experience, Customer Intelligence, Experience Management, analytics-led strategy, quality, or related enterprise disciplines.
• Demonstrated experience leading multidisciplinary teams and raising talent density and organizational performance.

Responsibilities

• Set the strategic direction, operating model, capability roadmap, and investment priorities across Customer Intelligence, Closed Loop & Activation, and Quality Assurance.
• Lead a multidisciplinary organization of senior functional experts and analysts, establishing clear accountability while integrating their capabilities into a cohesive enterprise system.
• Ensure CX360 develops as our enterprise Customer Intelligence engine to support retention, lifecycle, experience, and operational decisions.
• Drive Closed Loop governance and activation to move evidence-backed systemic opportunities through prioritization, decision, activation, and continuous learning.
• Embed intelligence and measurement into the customer experience, establishing standards for required signals into transformed experiences before launch.
• Set the direction for Quality Assurance across interaction quality, experience assurance, and quality intelligence for human, AI-assisted, AI-led, and digital customer experiences.
• Set the direction for using AI to increase speed, scale, coverage, and quality of customer intelligence, opportunity detection, and quality evaluation.
• Drive measurable AI adoption across CI&E with responsible governance, transparency, validation, and human oversight.

Skills

Leadership

Enterprise analytics

AI/ML governance

Cross-functional collaboration

Strategic planning

Education

BS in Computer Science or Engineering

Job description

What You'll Do

Avalara is building an AI-first customer experience model designed to predict customer needs, reduce systemic friction, strengthen retention, and lower the cost to serve. You will lead the CI&E Center of Excellence across Customer Intelligence, Closed Loop & Activation, and Quality Assurance. In this role, you will set the strategic direction for the CoE, lead senior functional experts, and scale an enterprise system that turns customer evidence into trusted intelligence, prioritized action, measurable outcomes, and continuous learning. This role will be part of the Customer Experience Office (CXO), reporting to the Sr. Director, Global Customer Experience. #LI-Remote

What Your Responsibilities Will Be

• Set the strategic direction, operating model, capability roadmap, and investment priorities across Customer Intelligence, Closed Loop & Activation, and Quality Assurance.

• Lead a multidisciplinary organization of senior functional experts and analysts, establishing clear accountability while integrating their capabilities into a cohesive enterprise system.

• Ensure Avalara develops a connected signal ecosystem spanning solicited and unsolicited feedback, behavioral, operational, product, journey, relationship, predictive, and quality signals.

• Evolve CX360 as our enterprise Customer Intelligence engine to support retention, lifecycle, experience, and operational decisions.

• Drive Closed Loop governance and activation to move evidence-backed systemic opportunities through prioritization, decision, activation, and continuous learning.

• Embed intelligence and measurement into the customer experience, establishing standards for required feedback, behavioral, operational, journey, and quality signals into transformed experiences before launch.

• Set the direction for Quality Assurance across interaction quality, experience assurance, and quality intelligence for human, AI-assisted, AI-led, and digital customer experiences.

• Set the direction for using AI to materially increase the speed, scale, coverage, and quality of customer intelligence, opportunity detection, and quality evaluation.

• Drive measurable AI adoption across CI&E while establishing responsible governance, transparency, validation, and human oversight.

What You’ll Need To Be Successful

• B.S. in Computer Science or Engineering.
• 10+ years of relevant experience across Customer Experience, Customer Intelligence, Experience Management, analytics-led strategy, quality, or related enterprise disciplines.
• Demonstrated experience leading multidisciplinary teams and raising talent density and organizational performance.
• Experience building or leading enterprise Customer Intelligence, experience management, closed-loop improvement, or comparable data-driven decision capabilities.
• Strong analytical and business fluency with a demonstrated ability to translate complex customer and operational evidence into strategic decisions, investment priorities, and measurable outcomes.
• Experience establishing enterprise governance, measurement, operating models, and cross-functional accountability.
• Demonstrated ability to influence senior and executive leaders and partner effectively across Product, Engineering, Data Science/Analytics, Operations, and other complex enterprise functions.
• Demonstrated applied AI experience with measurable impact on insight, quality, efficiency, scale, or customer outcomes.
• Bar Raiser Expectations
  • Raises Customer Intelligence from reporting and insight generation to an enterprise decision capability that shapes priorities, investments, experiences, and customer interventions.
  • Builds a connected intelligence system that synthesizes signals across customers, products, journeys, operations, quality, and behavior to identify what matters and why.
  • Advances Avalara from describing customer friction to detecting systemic issues early, anticipating risk and opportunity, and enabling proactive action.
  • Establishes a high evidence bar—ensuring intelligence is trusted, representative, decision-ready, and tied to measurable customer and business outcomes.
  • Closes the intelligence-to-action gap by ensuring the most important customer opportunities are prioritized, owned, activated, measured, and learned from.
• AI Bar Raiser Expectations
  • Builds toward an AI-native Customer Intelligence system that continuously synthesizes signals, detects patterns, surfaces emerging friction, and identifies customer risk and opportunity at scale.
  • Uses AI to move Avalara from retrospective analysis toward predictive and proactive Customer Intelligence, increasing the speed and precision of intervention.
  • Applies AI to materially expand the coverage, depth, and quality of intelligence and experience-quality evaluation beyond what human analysis alone can achieve.
  • Establishes rigorous validation, governance, explainability, and human oversight so AI-generated intelligence can be trusted for enterprise decisions and customer action.
  • Continuously raises the AI bar—testing emerging capabilities and translating what works into measurable improvements in intelligence, decisions, customer outcomes, and operating leverage.

Avalara is an AI-first Company

AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.

• 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
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.