Director - Global Quality Adherence

Position Summary

Director of Quality Adherence

global quality strategy, systems, and operations

blend the discipline of quality with the innovation of AI and automation

Leadership Attributes

• Customer Champion

  Ensures quality processes directly connect to loyalty, trust, and customer success.

• AI & Automation Advocate

  Champions systems like Maestro and Qualtrics

  to bring intelligence and automation into the quality discipline.

• Risk-Oriented Strategist

  Anticipates quality risks, builds frameworks for prevention

  , and ensures compliance across the customer lifecycle.

• Data-Led Storyteller

  Translates testing results and quality insights into actionable

  stories for senior leadership.

• Continuous Improvement Leader

  – Embeds quality as a culture, not a checkpoint, fostering ownership at all levels.

Core Responsibilities

Quality Strategy & Governance

• Define Avalara’s global quality vision, policy, and framework, ensuring alignment with customer experience and transformation goals.
• Establish and oversee

  testing, auditing, and monitoring programs

  that validate process and product quality at scale.

• Develop risk management frameworks to identify, assess, and mitigate quality issues

  proactively.

• Provide transparent reporting of quality performance

  to executive leadership and business stakeholders.

Automation & AI-Driven Quality

• Deploy automation platforms such as

  Maestro, Qualtrics, and AI-enabled systems

  to monitor quality signals in real time.
• Integrate AI/ML for

  predictive quality risk detection, anomaly tracking, and automated root cause analysis.

• Build scalable frameworks for

  automated testing, closed-loop feedback, and real-time reporting.

Testing & Continuous Improvement

• Lead the development and execution of

  testing protocols, audits, and performance reviews

  across global operations.
• Ensure findings translate into

  corrective action, process redesign, and measurable improvement.

• Partner with Operations, Engineering, and CX teams to embed testing and monitoring within workflows.
• S

  ponsor high-value quality improvement projects leveraging Lean Six Sigma

  and structured methodologies.

Reporting, Insights & Risk Management

• Build dashboards and executive scorecards that tie quality performance to

  CSAT, NPS, GRR, NRR, and margin.

• Provide timely, data-driven reporting to surface risks, escalate issues, and track remediation.
• Partner with compliance, legal, and operations leaders to ensure Avalara maintains

  regulatory and contractual quality obligations.

Global Leadership & Influence

• Lead and inspire a global team of quality professionals, insights analysts, and auditors.
• Foster a

  high-performance culture

  where testing, measurement, and accountability are embedded into daily operations.
• Act as Avalara’s

  enterprise voice of quality

  in executive forums, cross-functional councils, and customer programs.
• Collaborate effectively with

  global stakeholders

  across the US, EMEA, and India to ensure alignment, transparency, and consistency in quality practices and standards.

Qualifications & Experience

• 15+ years

  of progressive leadership in

  Quality, Customer Experience, or Operations

  within global SaaS or technology-driven organizations.
• Demonstrated success in

  quality testing, monitoring, auditing, and risk management frameworks.

• Expertise in automation systems (

  Maestro, Qualtrics, or comparable platforms

  ) and AI-driven analytics.
• Proven track record applying

  AI/ML, predictive analytics, and automation

  to quality management.
• Proficiency in BI and visualization tools for reporting and executive storytelling.
• Lean Six Sigma Black Belt or equivalent certification strongly preferred.
• Advanced degree in business, operations, engineering, or data science a plus.

Why This Role?

unique opportunity to transform quality from a backward-looking control into a forward-looking capability.

customer-obsessed, automation-savvy, AI-driven quality leader