Manager, Global Partners

Customer Support Remote, Texas


CrowdReason by Avalara needs a talented Manager, Business Process Outsourcing. Is this you?

We are experiencing strong growth with our Enterprise property tax application, MetaTasker. MetaTasker is an exciting customer facing application that uses a combination of machine learning and crowdsourcing to extract data from documents. You will be responsible for working with the different global BPOs that perform these outsourcing tasks.

Responsibilities

In the role of managing our business partners, this person will:

  • Communicate daily with team leads in the different offshore partner organizations
  • Perform quality controls and monitor production KPIs
  • Analyze data and metrics to enhance performance of a crowd and/or process
  • Recommend product enhancements to improve production KPIs
  • Complete daily task escalations for Avalara customers
  • Create task instructions to fulfill customer data requests
  • Review all support tickets from customers and ensure timely follow up and implement business partner training
  • Provide adept and confident delivery of metrics on system and client performance for Quality, Productivity and Adherence metrics while ensuring integrity of extracted data
  • Ensure weekly one on one with team leaders of BPOS to discuss development and plans to sustain/improve metrics
  • Ensure all operations are carried on in an appropriate, cost-effective way by the offshore business partners
  • Help Avalara leadership to optimize operational management systems, processes, and best practices

Experience & Qualifications

  • Exceptional attention to detail and willingness to learn, adapt and interact with team members across different functions
  • Ability to demonstrate adept response to specific customer needs
  • Demonstrated ability to multi-task, lead and generate productivity action within team
  • Excellent written and verbal communication skills
  • Ability to create and implement business processes
  • Ability to meet deadlines and work under pressure
  • Excellent time management and organizational skills
  • Ability/willingness to occasionally adjust schedule accordingly to accommodate meetings in other time zones (globally)

Preferred Skills:

  • Experience managing or interacting with off-shore data-entry operations
  • Demonstrated experience in leading and mentoring staff

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.