What You'll DoWe are looking for a strategic
Senior Manager – Quality Operations
to lead quality assurance programs across customer-facing operations. You will play a key role in driving Continuous Improvement (CI), integrating AI-led insights, optimizing audit programs, and enhancing operations through data, automation, and collaboration.This role is ideal for someone who uses AI to turn data into direction, transforms complexity into action, and excels at optimizing processes and teams through evidence-based intelligent systems. You will report to the Director of Quality and Data.
What Your Responsibilities Will Be
- Quality Strategy & AI Integration
- Design and manage quality frameworks across multiple departments (Notice Management, Case Management, Transactions).
- Lead the development of AI-augmented scorecards, dynamic sampling models, and predictive audit processes to improve process consistency and customer satisfaction.
- Use machine learning models to anticipate risk areas and guide interventions.
- Continuous Improvement (CI) with AI Enablement
- Champion a CI culture by identifying systemic inefficiencies using advanced analytics.
- You will Lead Lean/Six Sigma projects augmented by AI-driven root cause analysis, automation triggers, and workflow optimization.
- Integrate AI tools into daily team operations to detect anomalies and suggest real-time improvements.
- People Leadership
- Mentor a team of data-centric quality professionals by building AI fluency and analytical rigor.
- Promote a culture of innovation and learning, encouraging experimentation with AI tools to enhance team performance.
- Build accountability through smart dashboards and automated feedback mechanisms.
- Stakeholder Management & Collaboration
- Collaborate across Ops, Compliance, Automation, Data, and Support to align QA goals and accomplish shared outcomes.
- Serve as a strategic advisor on process enhancements, audit insights, and customer experience powered by AI-generated recommendations.
- Insights, Governance & Predictive Quality
- Deliver applicable insights through AI-enhanced data visualizations, NLP-driven sentiment analysis from customer interactions, and intelligent QA heatmaps.
- Ensure compliance and risk mitigation through automated governance models and continuous AI-powered monitoring.
What You’ll Need To Be Successful
- 10+ years of experience in Quality, Operations, or Process Excellence roles.
- Proven track record in AI-assisted quality improvements, including use of machine learning, automation tools, and intelligent workflow platforms.
- Experience building and leading teams with a focus on innovation and analytics.
Strong Proficiency In
- QA tools: Salesforce, Freshdesk
- Data & AI tools: Excel, Tableau, Power BI, Python, SQL, ML platforms (e.g., Data Robot, Azure ML, or similar)
Core Competencies
- Continuous Improvement & AI-Powered Problem Solving
- Leadership & Team Development
- Operational & Risk Awareness
- Partner Influence & Collaboration
- Data-Driven and AI-Augmented Decision-Making
- Strategy Execution with Latest Technologies
How We’ll Take Care Of YouTotal RewardsIn addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.Health & WellnessBenefits vary by location but generally include private medical, life, and disability insurance.Inclusive culture and diversityAvalara 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.
What You Need To Know About Avalara
We’re defining the relationship between tax and tech.We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down 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. We’ve been different from day one. Join us, and your career will be too.
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.
