This is a senior individual contributor role within Avalara’s Customer Experience Operations team, supporting the broader Customer Experience Solutions (CES) organization. The role focuses on the operational performance data that reflects how customer-facing support teams across CES, including but not limited to Global Support Operations (GSO) and Customer Excellence (CX), are performing against their targets. You will use this data to tell insightful, compelling stories to and for the CES.
Sitting in Customer Operations, this role owns the integrity, alignment, and interpretation of under-the-hood operational data used to measure CES performance. You ensure that metrics tied to case handling, resolution, effort, deflection, and risk are consistently tracked, accurately reported, and trusted across the business, creating a reliable foundation for leadership decision-making.
A core responsibility of this role is forecasting and modeling how operational changes and customer-impacting initiatives, particularly AI-enabled capabilities, are affecting CES performance metrics such as Case Deflection, Customer Effort Score, Average Handling Time, Time to Resolution, and our core bonus metric at Avalara, CPO. You identify opportunities to apply AI and automation to improve operational efficiency, strengthen leading indicators, and increase confidence in our ability to meet CES and GoAI goals.
This role partners closely with the Customer Experience Office (CXO) analyst, especially during annual planning cycles, who define metric methodologies and experience-level insights, to ensure a clean and effective handoff between experience design and operational measurement. You translate CXO-defined metrics into operationally enforceable tracking, validate data sources and calculations, and continuously assess whether metrics remain aligned as business conditions and operating models change.
You will drive continuous improvement in how operational performance is measured and reported. Success in this role means faster, more trusted reporting for CES leaders; fewer ad hoc data requests; less time spent reconciling conflicting metrics across teams; and a reduction in dashboards and outputs to a small, trusted set that leaders rely on to run the business.
You will deliver trusted reporting and deep-dive analysis for CES and Customer Excellence leadership, including detailed analysis of Salesforce case data, categorization and routing patterns, performance drivers, and customer segments with elevated CPO. Your work enables earlier risk detection, quicker course correction, and clearer tradeoffs as CES balances quality, efficiency, and scale.
This role is critical to executing Avalara’s GoAI strategy by ensuring leadership has a clear, reliable view of operational performance and progress against efficiency and scale targets. You provide a direct, trusted line of sight between executive priorities and day-to-day operational reality, enabling confident decisions and faster action.
Bar Raiser Expectations
At Avalara, all employees are expected to act as Bar Raisers by holding themselves and others to high standards of ownership, quality, and continuous improvement. In this role, you will raise the bar for how CES performance is measured, interpreted, and acted on by:
Setting and enforcing a high standard for metric integrity, documentation quality, and decision readiness.
Applying strong judgment to challenge inconsistent definitions, unclear assumptions, or misleading signals before they reach leaders.
Reducing ambiguity by creating simple, durable governance mechanisms that prevent metric drift across teams and platforms.
Improving the maturity of CES reporting by consolidating dashboards into a small, trusted set that leaders rely on to run the business.
What Your Responsibilities Will Be
Own the governance and enforcement of operational data and KPIs, including source-of-truth documentation, calculation integrity, and alignment across teams and platforms, in partnership with CXO-defined metric frameworks.
Continuously simplify, standardize, and consolidate reporting to reduce redundancy, eliminate conflicting metrics, and improve clarity of operational performance signals for CES leaders.
Partner with GAI and Data Science to ensure upstream data is structured, maintained, and evolved with integrity to support reliable operational reporting and forecasting.
Collaborate with the Customer Transformation team to shape, QA, and maintain Power BI dashboards, ensuring outputs meet CES operational needs and are trusted for decision-making.
Lead operational performance reporting for Monthly Business Reviews (MBRs), coordinating cross-functional inputs and producing clear, consistent outputs that enable faster leadership alignment.
Build and maintain lightweight operational dashboards and reports using SQL, Excel, Power BI, and automation platforms to support ongoing performance tracking and ad hoc analysis.
Identify and implement opportunities to automate reporting and streamline analytical workflows using AI tools, LLMs, scripting, or other efficiency levers.
Work closely with analysts across CX and the broader Customer organization to:
Align on data standards, definitions, and reporting best practices
Maintain clear roles, responsibilities, and collaboration norms
Prevent duplicative reporting, metric drift, or misaligned interpretations across teams
Success in this role is reflected in faster, more trusted reporting; fewer ad hoc data requests; reduced time spent reconciling metrics across teams; and a small, well-understood set of dashboards leaders rely on to run CES with confidence.
What You'll Need to be Successful
Bachelor’s degree in Business Analytics, Information Systems, Mathematics, or similar quantitative field.
4–6 years of experience in business intelligence, analytics, or data operations, supporting operational or customer-facing teams.
Demonstrated experience incorporating AI or automation tools into reporting or data workflows to improve efficiency, consistency, or scalability of operational analytics.
Strong SQL and Excel skills; proficiency with Power BI or equivalent BI platforms.
Demonstrated experience governing operational metrics, maintaining KPI documentation, and standardizing reporting across teams.
Experience working with CRM and support platforms such as Salesforce and Gainsight and understanding how operational workflows translate into data.
Experience modeling trends, forecasting performance, or assessing the impact of operational changes on key metrics.
Strong judgment in interpreting data in dynamic environments, including identifying risk, explaining tradeoffs, and recommending where attention or action is needed.
Proven ability to work across technical and non-technical teams to align reporting structure, priorities, and ways of working.
Comfortable driving structure, asking hard questions, setting a high bar for reporting quality, and reducing ambiguity in how performance is measured.
Curiosity and working knowledge of automation or AI-enabled tools to improve reporting efficiency and scalability (without requiring deep data science expertise).
Preferred Qualificiations
Experience with MBU, QBE, or operational review processes
Exposure to enterprise data architecture or performance management systems
AI Bar Raiser Expectations
The successful candidate will be an AI Bar Raiser for operational performance measurement in CES by using AI to materially improve speed, quality, and scale of reporting and insight delivery.
Identify, prioritize, and implement AI-enabled automation that reduces manual reporting effort and improves consistency of operational analytics.
Apply AI thoughtfully to accelerate insight generation, anomaly detection, forecasting, and root cause analysis for CES performance drivers.
Partner with Data Science and GoAI teams to productionize AI-enabled workflows, not just test concepts, and measure the operational impact.
Establish measurable improvements such as faster reporting cycles, fewer ad hoc requests, improved leading indicator reliability, or stronger forecast accuracy.
Model responsible AI usage, including data governance, interpretability, and clear communication of limitations.
The base pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.
Colorado $111,300-$178,100
Washington $111,300-$196,700
California $111,300-$215,400
NYC $122,900-$215,400
The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual salary/wage may be based on various factors, such as geographic location, candidate experience and qualifications, as well as market and business considerations. This role is eligible for an annual bonus based on individual and company performance, depending on the terms of the applicable plan and the employee's role.
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 diversity
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.