Avalara · 4 days ago
Senior Director, Global Support Operations
United States
Full-time
Remote
Director/Executive
18+ years expAvalara is seeking a dynamic and visionary Senior Director, Global Support Operations to transform their worldwide customer support capabilities. This senior leadership role involves shaping the strategic direction of the support organization and leading a global team to deliver a seamless customer support experience, leveraging AI and data-driven decision-making.
Artificial Intelligence (AI)ComplianceFinancial ServicesSoftwareTax Preparation
Responsibilities
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 uses automation, AI, and data to improve resolution times, self-service adoption, and overall customer satisfaction
Foster a culture of innovation by digital thinking, 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 thoughtful 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
Be a 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 daily operations of global support, ensuring delivery against SLAs, CSAT, and other targets across regions and tiers
Build a robust governance model for global processes, knowledge management, incident management, and quality assurance
Build a support operation that is efficient, scalable, and powered by data and automation
Apply continuous improvement methodologies to reduce complexity, eliminate waste, and lead high-quality customer experiences
Report on comprehensive performance dashboards, KPIs, and customer health metrics to executive leadership
Use predictive analytics and VOC data to identify trends, inform decisions, and 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 with product, engineering, revenue operations, and marketing teams to close feedback loops, inform product roadmap, and ensure the support readiness of all releases
Be a senior voice in executive forums on customer advocacy, support improvement, and customer retention
Be a 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 globally distributed team of leaders and support professionals
Drive a culture of coaching, engagement, ownership, learning, 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
Expertise in leading global support transformations, including implementation of AI-based solutions and next-gen support tools
Executive presence, communication and influencing skills in a large matrix environment
Experience driving digital transformation in large-scale support organizations
Experience scaling support operations in AI-forward SaaS or tech environments
Hands-on experience and 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
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 progress
Operational background with experience improving efficiency and customer outcomes through Lean, Six Sigma, or ITIL frameworks
Bachelor's degree in business, technology, or a related field required
Preferred
Certifications in ITIL, Lean, or equivalent operational excellence frameworks are desirable
Benefits
Paid time off
Paid parental leave
Private medical
Life, and disability insurance
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
Senior Vice President, Global Partners
Recent News
2026-01-09
2025-12-09
Company data provided by crunchbase