Technical Operations Lead, Cross Border

Operations Remote, United States


Job Duties:

  • Establish business and application health KPI's
  • Monitor KPIs with the objective of identifying issues and remedying them before customers experience problems
  • Create overall process for monitoring, escalating, and remediating
  • Liaise with engineering to establish, modify, and leverage operational health dashboards
  • Initiate product and engineering engagement through the SDLC and author and prioritize requirements for fixes or new features that address customer issues
  • Define escalation path by severity, including recipients, forums, and processes
  • Serve as single POC for incident management, working to brief constituents
  • Brief partner/customer-facing teams on what happened, the impact, and the response
  • Ensure RCAPPAs are completed and communicated to constituents

Qualifications:

  • Bachelor's Degree Required
  • 8+ years working within an eCommerce-based service organization
  • 5+ years of experience in a leadership role within an Operations department with a SaaS Provider
  • 3+ years working with Cross-Border operations as part of Ecommerce experience where buyer and seller are in different countries and orders are shipped across borders
  • 3+ years working within a Parcel Logistics based service organization

Skills:


  • Skills working with Business Intelligence tools to identify issues and to use slice and dice functionality to triage the root cause of the problem
  • Skills querying, setting up alerts and dashboards with tools used to index and query those logs like Splunk, Sumo Logic and ELK
  • Experience working with Enterprise customers and managing reporting and discussion around Service Level Agreements including incident management and escalation
  • Experience designing and managing a monitoring operation, including 24/7 support, incident management, escalation routing and response, customer expectations management and ultimately post-mortem reviews
  • Experience working with Product and Engineering organizations, their SDLC and advocating for fixes and improvements that will benefit Customer programs
  • Experience designing and implementing “train the trainer” programs with the intent of training partner team leads so that they can more effectively act as first responders to their customer inquiries.

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.