Avalara · 3 months ago
Sr. Director, Global Support Operations
United States
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
18+ years expAvalara is a leading cloud compliance platform company seeking a dynamic and visionary Senior Director of Global Support Operations to lead and transform their worldwide customer support capabilities. This senior leadership role focuses on shaping the strategic direction of the support organization by leveraging data-driven decisions and AI technologies to enhance customer experience and operational efficiency.
Artificial Intelligence (AI)ComplianceFinancial ServicesSoftwareTax Preparation
Responsibilities
Define and execute a multi-year vision for global customer support operations that aligns with Avalara’s strategic goals and customer success metrics
Champion a transformation agenda that leverages automation, AI, and data to improve resolution times, self-service adoption, and overall customer satisfaction
Foster a culture of innovation by embedding digital thinking, agility, and rapid experimentation into support operations
Translate strategy into action through clear, data-informed roadmaps and KPIs that drive both efficiency and exceptional customer experience
Lead the evaluation, deployment, and continuous improvement of advanced support technologies including chatbots, agent-assist tools, conversational AI, summarization, and intelligent triaging solutions
Champion the integration of AI/ML into support and CX processes (e.g., chatbots, intelligent routing, agent-assist tools)
Partner with the internal Digital experience, AI, product, and engineering teams to integrate scalable and secure AI solutions across the support ecosystem
Act as an internal thought leader and advocate for AI-first, digital-first approaches, partnering with stakeholders to identify scalable solutions that reduce friction and increase self-service effectiveness
Oversee the day-to-day operations of global support, ensuring delivery against SLAs, CSAT, and other targets across regions and tiers
Build and drive a robust governance model for global processes, knowledge management, incident management, and quality assurance
Build a high-performance support operation that is efficient, scalable, and powered by data and automation
Apply continuous improvement methodologies to reduce complexity, eliminate waste, and drive consistent, high-quality customer experiences
Establish and report on comprehensive performance dashboards, KPIs, and customer health metrics to executive leadership
Use predictive analytics and VOC data to identify trends, inform business decisions, and proactively enhance the customer experience
Champion a culture of measurement and accountability by using real-time insights, dashboards, and predictive analytics to guide decision-making at all levels
Collaborate closely with product, engineering, revenue operations, and marketing teams to close feedback loops, inform product roadmap, and ensure the support readiness of all releases
Serve as a senior voice in executive forums on customer advocacy, support innovation, and customer retention
Be a persuasive voice of the customer across the enterprise, influencing senior leaders to prioritize customer impact in decisions
Drive alignment on customer outcomes by connecting insights from support to the broader product, engineering, and revenue strategies
Build and nurture a high-performing, globally distributed team of leaders and frontline support professionals
Drive a culture of coaching, engagement, ownership, learning, empathy, and continuous improvement across all layers of the organization
Qualification
Required
18+ years of progressive experience in customer support or customer success, with at least 10 years in senior leadership roles managing multi-region, large-scale teams
Demonstrated success in leading global support transformations, including implementation of AI-based solutions and next-gen support tools
Strong executive presence, communication and influencing skills in a large matrix environment
Proven track record of driving digital transformation and innovation in large-scale support organizations
Experience scaling support operations in fast-paced, AI-forward SaaS or tech environments
Hands-on experience and deep understanding of support platforms such as Salesforce Service Cloud, Zendesk, and experience with integrated AI technologies - e.g., virtual agents, case summarization, LLM-based triage, and agent-assist solutions
Strong familiarity and tactical fluency with AI trends, vendor ecosystems, and practical use cases in support operations in B2B, Tech and SaaS firms
Expertise in scaling support organizations while balancing cost, quality, and innovation
Strong operational background with a track record of improving efficiency and customer outcomes through Lean, Six Sigma, or ITIL frameworks
Bachelor's degree in business, technology, or a related field required
Preferred
MBA or equivalent advanced degree preferred
Certifications in ITIL, Lean, or equivalent operational excellence frameworks is desirable
Benefits
Paid time off
Paid parental leave
Bonuses
Inclusive culture and diversity
Company
Avalara
Avalara is a cloud-based platform that provides tax compliance software and automated solutions.
5001-10000 employees
H1B Sponsorship
Avalara has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (34)
2023 (36)
2022 (37)
2021 (39)
2020 (26)
Funding
Current Stage
Public CompanyTotal Funding
$841.01MKey Investors
BlackRockSusquehanna Growth EquityWarburg Pincus
2025-11-11Private Equity· $500M
2023-01-01Private Equity
2022-10-19Post Ipo Debt· $0.04M
Leadership Team
Scott McFarlane
CEO
Megan Higgins Knislis
SVP Global Partners
Recent News
2025-12-09
Company data provided by crunchbase