Senior Manager, Tax Compliance Services

Job Description What You'll Do We are seeking a strategic Senior Manager to lead multiple customer-facing teams within Avalara's Sales & Use Tax (SUT) Managed Returns Services team. You'll report to Sr Director Compliance Operations and your role will involve end-to-end responsibility for delivering high-quality, high-volume tax services while ensuring regulatory compliance, customer satisfaction, and process excellence. You will lead a team of 50+ employees through multiple managers, drive continuous improvement, and play a key role in platform transitions and cross-functional collaboration. What Your Responsibilities Will Be Operational & Team Leadership - You'll led three global functions (Case Management, Notice Management, Premium Returns) supporting sales tax compliance for 1,000+ enterprise clients. - Managed a team of 50+ through multiple people managers; established performance standards, tracked KPIs (SLA adherence, CSAT, TTR/TTE), and drove continuous improvement. - Improved SLA compliance to 98% and reduced time-to-resolution through data-driven workflow enhancements. Process Optimization & Strategic Initiatives - Identified and implemented automation and process optimization opportunities aligned with evolving tax regulations and Avalara's tech roadmap. - Represented operations in cross-functional product and platform initiatives, ensuring scalable, compliant support delivery. - Collaborated with Product, Engineering, and Customer Support to improve data flow, reduce manual touchpoints, and enhance customer experience. Performance & Workforce Management - You'll enabled leadership development through coaching of team leads and SMEs; implemented Gallup-based engagement action plans. - You'll partnered with Talent Acquisition and Workforce Planning to drive hiring, resourcing, and capacity planning aligned with demand. What You'll Need To Be Successful - 1215 years in operations or compliance roles, with 5+ years managing people managers. - Experience with driving automation initiatives within high-volume service operations, including evaluating processes, deploying automation tools/technologies, and measuring impact on efficiency and customer experience. - Experience high-volume service environments with strong process ownership - Exposure to Sales & Use Tax compliance, especially in case/notice management or premium support, is a strong plus - Proficient in Microsoft Excel and Office tools; strong analytical and problem-solving capabilities - Demonstrated ability to lead teams across geographies and time zones, while balancing multiple priorities 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. 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.