Avalara · 14 hours ago
Senior Director, Product Management - CX Platform
United States
Full-time
Remote
Lead/Staff, Director/Executive
$166K/yr - $274K/yr
12+ years expAvalara is an AI-first company focused on transforming customer experiences through innovative technology. They are seeking a transformational leader to oversee the Customer Experience Platform, driving high-impact initiatives and leading multidisciplinary teams to create intuitive and scalable customer interactions.
Artificial Intelligence (AI)ComplianceFinancial ServicesSoftwareTax Preparation
Responsibilities
Lead the end-to-end customer experience platform—spanning product content, UX design, onboarding, support flows, documentation, and customer engagement
Accelerate the shift to AI-driven experiences—embedding intelligent agents, automation, and personalization into every touchpoint
Lead a team of product managers, UX designers, content strategists, and researchers—promoting a culture of experimentation, creativity, and continuous improvement
Drive research-backed product decisions using real-time data, customer telemetry, and structured feedback loops
Partner across Product, Engineering, Marketing, and Customer Success to ensure experiences align with strategic outcomes such as activation, retention, and operational efficiency
Serve as a change agent within the product org—driving AI-first thinking, modern design systems, and intelligent documentation practices
Own CX KPIs and lead initiatives that reduce friction, improve time-to-value, and increase self-service success
Balance AI acceleration with human-centered design principles, ensuring experiences are not just fast, but also clear, empathetic, and empowering
Qualification
Required
12+ years of experience in SaaS product management, UX design, or content strategy, with at least 5 years in a leadership role
Experience scaling enterprise-grade customer experiences and driving measurable impact through AI or automation
Demonstrated ability to lead multidisciplinary teams and unify design, content, and product into a cohesive platform vision
Experience with customer journey mapping, behavioral analytics, design systems, and generative content workflows
Fluency with modern AI tools (e.g., LLMs, ML platforms, agent frameworks) and their real-world application in CX
Experience communicating product updates, milestones, and progress to internal and external partners; able to advocate for the customer and influence executive stakeholders
Bachelor's degree in a related field (e.g., HCI, Product, Design, Business, Computer Science); advanced degrees
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