Sr. Manager, Customer Intelligence & Enablement

Avalara is building an AI-first customer experience model to anticipate customer needs, reduce friction, strengthen retention, and lower service costs. The Senior Manager will lead the Customer Intelligence & Enablement Center of Excellence, setting its strategy and guiding teams to turn customer evidence into trusted intelligence, action, measurable outcomes, and continuous learning.

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 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

Requirements:

• 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
• You'll bring experience using AI and AI-related technologies, ready to thrive here