Program Manager (I3)
- Avalara India
- 6 - 11 years
- Pune
- 24 days ago
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Job Description
We are looking for an experienced Project Manager reporting to VP Customer Experience to lead a portfolio of programs that directly influence Avalaras 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
- Youll 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
- Youll 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
- Youll 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 Youll 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
#LI-Hybrid
How Well 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.
Benefits vary by location but generally include private medical, life, and disability insurance.
Inclusive culture and diversit y
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.
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.
Learn more about our benefits by region here: Avalara North America
What You Need To Know 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, and this year we became a billion-dollar business
.
Our growth is real, 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. 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.
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.
- 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
#LI-Hybrid
- Youll 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
- Youll 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
- Youll 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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program ManagementRole Category: Technology / ITRole: Program Manager - Technology / ITEmployement Type: Full timeContact Details:
Company: Avalara IndiaLocation(s): Pune+ View Contact
Keyskills: PMP customer analytics Process improvement Workflow Wellness Customer experience Management Operations Salesforce Tax returns
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