Program Manager

Job Description

What You'll Do We are looking for an experienced Project Manager reporting to VP Customer Experience to lead a portfolio of programs that directly influence Avalara's Customer Experience. You will oversee multiple, concurrent projects including those tied to CSAT, operational performance, and other customer health metrics and you will drive global efforts that reduce customer friction, improve satisfaction, and build scalable systems for identifying issues across the customer journey. What Your Responsibilities Will Be You'll lead CPO (Customer Pissed Off) improvement programs to reduce customer friction and dissatisfaction across departments and systems You must Identify pain points, aligning teams on initiatives that improve the customer experience and reduce churn risk You'll drive key programs in collaboration with leadership, setting goals and success metrics Manage executive reporting, including weekly CPO updates Oversee system-based improvements and data integrations (e.g., Salesforce, Workday) Support dashboard and tool enhancements, including Gainsight and Sales Trailing CPO metrics You'll be a project lead for cross-functional customer analytics initiatives Design and manage intake processes for analytics requests Lead the Customer Analytics Champion program, engaging internal advocates to drive best practices and insights What You'll Need to be Successful 6+ years of program management experience in SaaS or customer-focused environments Experience leading cross-functional projects with measurable impact Flexible to work across time zones; based in Pune with overlap in Pacific/Central hours Track record in fast-paced, high-pressure settings and experienced in workflow optimization and process improvement Data-driven, with knowledge of CX metrics and operational KPIs PMP or equivalent certification is a plus Customer-focused, detail-oriented, and results-driven and Proficient in Excel, PowerPoint, Jira, Salesforce, and Power BI