Director of Customer Experience Enablement and Operations

Customer Success Seattle, Washington Durham, North Carolina


Job Description

Avalara is looking for a leader of our Customer Experience Enablement and Operations team, focused on enabling our customer facing teams in Global Support and GoLive. Avalara is dedicated to providing a “Cult of Customer” experience across our product solutions, with teams located in office across the US and internationally. Ensuring successful delivery requires ownership of tools, processes, & enablement/training programs that will drive rapid, consistent, & scalable programs (I.e. On boarding, continuing education, certification, product readiness – NPI, release management etc.).  As a team leader you will have ultimate ownership in defining, leading and executing against our enablement and operations priorities with a small team of operation and enablement resources.

The successful candidate will combine a solid understanding of technical support, field enablement in a large organization, product management and development dynamics with the ability to map field requirements and corporate resources into a comprehensive technical service enablement and operations plan. The ideal candidate is an independent and curious self-starter with a demonstrated ability to: lead teams to produce high-quality technical content, drive complex enablement and operation improvement projects, collaborate with technologists and subject matter experts, and have a high tolerance for ambiguity and a bias toward action. This is a hands-on position with high visibility - the ideal candidate must be willing to “roll up their sleeves” and get things done.

The Director of Customer Experience Enablement and Operations is responsible for the following primary objectives:

  • Lead a team of operations and enablement resources to develop, deploy and deliver against Customer Experience KPIs required for our business to deliver on customer needs and to deliver against internal team goals
  • Serve as the trusted partner to the Customer Experience leaders in defining, tracking, and implementing Customer Experience enablement objectives, strategy and tactics
  • Develop enablement and operation frameworks/solutions that can quickly scale for use across multiple teams and for potential use by external partners
  • Guide team in effective collaboration with the internal training curriculum development resources, product management, marketing, and other key SMEs to identify and develop core curriculum targeted at technical roles in the field
  • Design and implement metrics to measure training programs and impact on productivity, readiness and effectiveness
  • Continually assess readiness gaps, and work with the appropriate stakeholders to quickly develop the right initiatives and programs to close them
  • Develop and maintain an effective governance process focused on providing timely and targeted content for technical training & enablement to continuously improve the field knowledge transfer and learning needs
  • Provide structure and necessary processes in ambiguous situations
  • Track product use and product performance for customer operations team, and work with our product and engineering team to make improvements that help us serve and delight our customers


Responsibilities

  • Team leadership: Manage & grow a skilled & committed team while providing impactful career planning with employees
  • Strategy & program management: Develop, maintain and communicate the strategic vision & deliver a broad portfolio of role-based learning/enablement programs across multiple teams
  • Lead with design thinking: Leverage design thinking to bring innovative new approaches to modernize our learning programs
  • Collaboration: Work across the Customer Experience and Product leadership to deliver maximum impact for our enablement and operations programs, aligning learning outcomes to business objectives
  • Experiment: Continuously pilot, test, and evaluate new programs to foster a culture of innovation and new learning

Requirements

  • Bachelor’s degree in instructional design, technology, or related learning field experience
  • 8+ years of Technical Enablement experience in large IT/Tech/SaaS organizations, with increasing influence and responsibility
  • 5+ years experience leading high performing teams
  • Demonstrated operational excellence and process improvement
  • 4+ years of experience using e-learning software (Articulate, Camtasia, Captivate, or similar), Learning Management Systems (LMS), virtual instructor-led training tools, and social learning tools
  • Strategic thinker that can take broad visions and concepts and develop structured plans, actions and measurable metrics and then execute those plans
  • Experience in developing and managing competency models and role-based (persona-based) curriculum
  • Experience in a curriculum development/learning program management role
  • Proven ability to lead and manage at senior levels without direct authority

Preferred Qualifications

  • Excellent project/program management and organization skills
  • Experience managing training for technical customer facing or managed service organizations
  • Strong written and oral communication skills, including the ability to effectively communicate with both technical audiences and non-technical audiences
  • Experience managing a geographically diverse organization
  • Track record of complex and creative problem-solving, and the desire to create and build new processes

About Avalara

Avalara helps businesses of all sizes achieve compliance with transaction taxes, including sales and use, VAT, excise, communications, and other tax types. The company delivers comprehensive, automated, cloud-based solutions designed to be fast, accurate, and easy to use. The Avalara Compliance Cloud® platform helps customers manage complicated and burdensome tax compliance obligations imposed by state, local, and other taxing authorities throughout the world.

Avalara offers more than 600 pre-built connectors into leading accounting, ERP, ecommerce and other business applications, making the integration of tax and compliance solutions easy for customers. Each year, the company processes billions of indirect tax transactions for customers and users, files more than a million tax returns, and manages millions of tax exemption certificates and other compliance documents.

Headquartered in Seattle, Avalara has offices across the U.S. and overseas in the U.K., Belgium, Brazil, and India. More information at www.avalara.com

Avalara is an Equal Opportunity Employer. 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.

Avalara is an Equal Opportunity Employer.  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.



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