Sr. Manager, Customer Intelligence & Enablement

Avalara is building an AI-first customer experience model designed to predict customer needs, reduce systemic friction, strengthen retention, and lower the cost to serve. You will lead the CI&E Center of Excellence across Customer Intelligence, Closed Loop & Activation, and Quality Assurance. In this role, you will set the strategic direction for the CoE, lead senior functional experts, and scale an enterprise system that turns customer evidence into trusted intelligence, prioritized action, measurable outcomes, and continuous learning.

This role will be part of the Customer Experience Office (CXO), reporting to the Sr. Director, Global Customer Experience. #LI-Remote

• Set the strategic direction, operating model, capability roadmap, and investment priorities across Customer Intelligence, Closed Loop & Activation, and Quality Assurance.
• Lead a multidisciplinary organization of senior functional experts and analysts, establishing clear accountability while integrating their capabilities into a cohesive enterprise system.
• Ensure Avalara develops a connected signal ecosystem spanning solicited and unsolicited feedback, behavioral, operational, product, journey, relationship, predictive, and quality signals.
• Evolve CX360 as our enterprise Customer Intelligence engine to support retention, lifecycle, experience, and operational decisions.
• Drive Closed Loop governance and activation to move evidence-backed systemic opportunities through prioritization, decision, activation, and continuous learning.
• Embed intelligence and measurement into the customer experience, establishing standards for required feedback, behavioral, operational, journey, and quality signals into transformed experiences before launch.
• Set the direction for Quality Assurance across interaction quality, experience assurance, and quality intelligence for human, AI-assisted, AI-led, and digital customer experiences.
• Set the direction for using AI to materially increase the speed, scale, coverage, and quality of customer intelligence, opportunity detection, and quality evaluation.
• Drive measurable AI adoption across CI&E while establishing responsible governance, transparency, validation, and human oversight.

• B.S. in Computer Science or Engineering.
• 10+ years of relevant experience across Customer Experience, Customer Intelligence, Experience Management, analytics-led strategy, quality, or related enterprise disciplines.
• Demonstrated experience leading multidisciplinary teams and raising talent density and organizational performance.
• Experience building or leading enterprise Customer Intelligence, experience management, closed-loop improvement, or comparable data-driven decision capabilities.
• Strong analytical and business fluency with a demonstrated ability to translate complex customer and operational evidence into strategic decisions, investment priorities, and measurable outcomes.
• Experience establishing enterprise governance, measurement, operating models, and cross-functional accountability.
• Demonstrated ability to influence senior and executive leaders and partner effectively across Product, Engineering, Data Science/Analytics, Operations, and other complex enterprise functions.
• Demonstrated applied AI experience with measurable impact on insight, quality, efficiency, scale, or customer outcomes.

• Raises Customer Intelligence from reporting and insight generation to an enterprise decision capability that shapes priorities, investments, experiences, and customer interventions.
• Builds a connected intelligence system that synthesizes signals across customers, products, journeys, operations, quality, and behavior to identify what matters and why.
• Advances Avalara from describing customer friction to detecting systemic issues early, anticipating risk and opportunity, and enabling proactive action
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• Establishes a high evidence bar—ensuring intelligence is trusted, representative, decision-ready, and tied to measurable customer and business outcomes
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• Closes the intelligence-to-action gap by ensuring the most important customer opportunities are prioritized, owned, activated, measured, and learned from
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• Builds toward an AI-native Customer Intelligence system that continuously synthesizes signals, detects patterns, surfaces emerging friction, and identifies customer risk and opportunity at scale.
• Uses AI to move Avalara from retrospective analysis toward…