What You'll Do Avalara is looking for a Program Manager to join our Customer Excellence organization. In this role, you will guide the remediation of complex issues that impact our customers’ business continuity. You will partner with cross-functional teams to provide a remediation strategy including impact analysis, prioritization, customer communication, and employee enablement. You will report directly to the Manager of Customer Excellence and will work on a hybrid arrangement based in our Durham, NC office (in office 1 - 2 days a week). Additionally, you will: Bring cross-functional teams together incidents (including customer operations, engineering, product, data science, marketing, and sales). Project manage incidents with a focus on operational excellence. Drive customer centricity throughout the lifecycle of an incident. Review impact data and provide recommendations for remediation and enablement strategies. Track and report impact of incidents. Provide executive updates on the status of events. Identify opportunities for process improvement and implement best practices. Maintain and update incident management procedures and guidelines. What You'll Need to be Successful You have been in a customer-facing or internal operational role. You have enabled cross-functional teams to collaborate on complex, time sensitive projects. You have managed projects, communicated to senior leadership, and influenced cross-functional teams. You can simplify complex situations and identify areas of improvement. You have at least 7 years of experience working in a SaaS environment. You are knowledgeable of indirect tax and compliance. 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. Flexible hybrid working We support hybrid work and flexible schedules for our employees. Learn more about our benefits by region here: https://careers.avalara.com/ About Avalara We’re Avalara. We’re defining the relationship between tax and tech. We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year. Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not 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. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them. We’ve been different from day one. Join us, and your career will be too. EEO Statement 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.