[Hiring] Senior Program Manager, Strategic Programs @Avalara

Role Description

As a Senior Program Manager, Strategic Programs on the Customer Onboarding Operations and Technical Programs team reporting to the Sr. Manager of Business Operations & Strategic Programs, you will lead the modernization, systems integration, and AI-driven automation of customer onboarding workflows across five key business lines. In this role, you will eliminate bottlenecks and shorten onboarding times, unlocking capacity to help new customers get up and running faster without needing linear team headcount growth. Unlike traditional TPM roles, you will directly shape our AI-first operational transformation, partnering across operations, product, and engineering teams to replace manual handoffs with smart automations, real-time performance tracking, and scalable internal systems.

Responsibilities

• Lead Cross-Functional Onboarding Modernization: Own the program roadmap for internal workflow optimization and technical modernization across Property Tax, Hospitality, Avalara for Accountants, 1099, and Excise onboarding pipelines.
• Architect AI-First Workflow Automation: Partner strategically with the Senior Program Manager of Automation & AI to identify, design, and implement intelligent automations (integrating LLMs, OCR, robotic process automation, and agentic workflows) that streamline repetitive data ingestion, document classification, tax profile validation, and account provisioning tasks.
• Drive Process Engineering & Journey Mapping: Conduct comprehensive end-to-end value stream mapping of onboarding workflows across all five business lines to uncover friction points, technical debt, redundant handoffs, and cycle time delays.
• Define Metrics & Operational Observability: Partner with our Data Analysts to define and build robust operational KPIs, dashboards, and reporting frameworks (e.g., onboarding cycle time, first-time-right rate, manual touch time, and throughput) to drive executive alignment and data-backed prioritization.
• Bridge Operations, Product, and Engineering: Translate complex operational requirements into clear technical specifications, epics, and user stories. Partner with engineering squads to build systemic tooling, API integrations, and scalable internal platforms.
• Establish Human-in-the-Loop Governance: Design robust validation, exception-handling, escalation protocols, and quality assurance checkpoints for automated and AI-enabled workflows to guarantee strict compliance and data integrity.
• Drive Change Management & Operational Adoption: Serve as the core technical Subject Matter Expert (SME) providing workflow requirements, technical guidance, and source materials to the Senior Enablement Program Manager (who builds and delivers the training), while owning end-to-end accountability for ensuring actual operational adoption, process compliance, and sustained change across onboarding teams.

Expectations

• Hold yourself and cross-functional partners to the highest standards of ownership, operational craftsmanship, and accountability.
• Demonstrate sound judgment in balancing speed, scalability, customer risk, and technical rigor when designing solutions.
• Simplify complex cross-functional challenges and drive decisive, data-backed execution.
• Challenge assumptions respectfully and elevate the capabilities of everyone around you through mentorship, example, and operational discipline.
• Leave every process, system, and workflow significantly stronger, faster, and more scalable than you found it.

Qualifications

• Bachelor of Science (B.S.) degree in Computer Science, Information Systems, Industrial Engineering, Operations Research, or a related technical discipline.
• 10+ years of progressive professional experience in Technical Program Management (TPM), Business Systems Architecture, or Operational Process Engineering within a high-growth SaaS, fintech, or technology enterprise.
• Proven track record of leading large-scale, cross-functional workflow optimization programs, value stream mapping, and technical system integrations (CRM, ERP, ticketing, and custom operational platforms).
• Demonstrated, hands-on experience designing or deploying AI-enabled workflows, robotic process automation (RPA), agentic pipelines, or LLM-based tools to automate operational business processes.
• Deep expertise in agile methodologies, SDLC management, defining technical requirements, managing cross-functional dependencies, and mitigating risk across distributed technical and operational teams.
• Exceptional written and verbal communication skills, with proven ability to influence senior business leaders, technical architects, and front-line operational teams.

Benefits

• 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.
• Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture.
• 8 employee-run resource groups, each with senior leadership and exec sponsorship.