Sr. Director, Global Support Operations

What You’ll Need to Be Succesfull

   Experience

• 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.

Technical & AI Acumen

• 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.

Operational & Strategic Capabilities

• 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.

Education

• Bachelor’s degree in business, technology, or a related field required; MBA or equivalent advanced degree preferred.
• Certifications in ITIL, Lean, or equivalent operational excellence frameworks is desirable.

Compensation 

The compensation range for this role is as follows: $171,000 - $341,900. 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. This role is also eligible for an equity award, subject to the terms of the applicable plan.

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.

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. 

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.