Lead Program Manager, CX Transformation

What You'll Do

As our Lead Program Manager, CX Transformation at Avalara, you will lead, enterprise-scale programs that transform how customers experience our products and services. You will reshape critical customer journeys across onboarding, support, product education, and digital self-service. The Lead Program Manager, CX Transformation is an individual contributor position and will report to the Senior Director of Global Customer Experience. This is a remote position.

#LI-Remote

What Your Responsibilities Will Be

• You will lead CX programs that improve critical moments across the customer lifecycle, scoping work, aligning stakeholders, and delivering with urgency and clarity.
• You will scope programs, align delivery, and lead accountability for measurable customer outcomes.
• You will collaborate with partners in Product, Engineering, UX, Service Design, VoC, Sata, Content, and Customer Support,.
• You will guide complex programs across departments, partnering with Product, Engineering, Content, Data, Service Design, Customer Insights, UX, and Support to create shared accountability and sustained momentum.
• You will brief VP and ELT-level partners on customer strategy, program outcomes, and risks.
• You will build understanding across departments by translating complexity into clear, customer-centered narratives.
• Anchor CX programs in customer value, needs, and expectations by applying a structured approach to input, feedback, and co-creation.
• Shape program direction by combining customer insight, feedback, and business context into strategy and experience design.
• You will lead programs that embed AI, automation, and digital tools into the customer journey, with an emphasis on scalable empathy and effort reduction.
• You will translate technical potential into customer-centered programs that are ethical, usable, and adopted.
• You will define and track KPIs that connect CX program delivery to business and customer outcomes.

What You'll Need to be Successful

• 8+ years in program management, strategic delivery, or customer experience roles.
• You have experience creating programs in a SaaS or cloud-based software environment.
• You have experience leading CX strategic programs that span product, technology, and customer-facing teams.
• Strong partnership experience with Product to influence customer experience and product requirements.
• You are able to brief and align VP+ and ELT audiences.
• You have strong analytical capabilities and comfort producing data-driven reporting and insight synthesis.
• You have experience collaborating across Product, Data, Content, UX, CX, Engineering, and Support.
• You have experience leading enterprise-scale, customer-facing programs with measurable outcomes.
• You have experience with CX measurement (NPS, CES, journey health), customer insight integration, and prioritization frameworks.
• Experience with AI or digital customer capabilities

Pay Range Details

The base pay range(s) below are provided in compliance with state specific laws. Pay ranges may be

different in other locations.

Colorado $122,300-$151,800 (annually)

Washington $122,300-$195,700 (annually)

California $122,300-$236,900 (annually)

NYC $148,100-$236,900 (annually)

The pay range above is the general base pay range for a successful candidate in the state listed. 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.

How We'll Take Care of You

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.

What You Need To Know About Avalara

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.

Qualifications

• 8+ years in program management, strategic delivery, or customer experience roles
• You have experience creating programs in a SaaS or cloud-based software environment
• You have experience leading CX strategic programs that span product, technology, and customer-facing teams
• Strong partnership experience with Product to influence customer experience and product requirements
• You are able to brief and align VP+ and ELT audiences
• You have strong analytical capabilities and comfort producing data-driven reporting and insight synthesis
• You have experience collaborating across Product, Data, Content, UX, CX, Engineering, and Support
• You have experience leading enterprise-scale, customer-facing programs with measurable outcomes
• You have experience with CX measurement (NPS, CES, journey health), customer insight integration, and prioritization frameworks
• Experience with AI or digital customer capabilities
• location, candidate experience and qualifications, as well as market and business considerations

Benefits

• The base pay range(s) below are provided in compliance with state specific laws
• Pay ranges may be
• Colorado $122,300-$151,800 (annually)
• Washington $122,300-$195,700 (annually)
• California $122,300-$236,900 (annually)
• NYC $148,100-$236,900 (annually)
• The pay range above is the general base pay range for a successful candidate in the state listed
• This role is eligible for an annual bonus based on individual and company performance, depending on
• 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

Responsibilities

• As our Lead Program Manager, CX Transformation at Avalara, you will lead, enterprise-scale programs that transform how customers experience our products and services
• You will reshape critical customer journeys across onboarding, support, product education, and digital self-service
• The Lead Program Manager, CX Transformation is an individual contributor position and will report to the Senior Director of Global Customer Experience
• You will lead CX programs that improve critical moments across the customer lifecycle, scoping work, aligning stakeholders, and delivering with urgency and clarity
• You will scope programs, align delivery, and lead accountability for measurable customer outcomes
• You will collaborate with partners in Product, Engineering, UX, Service Design, VoC, Sata, Content, and Customer Support,
• You will guide complex programs across departments, partnering with Product, Engineering, Content, Data, Service Design, Customer Insights, UX, and Support to create shared accountability and sustained momentum
• You will brief VP and ELT-level partners on customer strategy, program outcomes, and risks
• You will build understanding across departments by translating complexity into clear, customer-centered narratives
• Anchor CX programs in customer value, needs, and expectations by applying a structured approach to input, feedback, and co-creation
• Shape program direction by combining customer insight, feedback, and business context into strategy and experience design
• You will lead programs that embed AI, automation, and digital tools into the customer journey, with an emphasis on scalable empathy and effort reduction
• You will translate technical potential into customer-centered programs that are ethical, usable, and adopted
• You will define and track KPIs that connect CX program delivery to business and customer outcomes