Director - Global Quality Adherence

Position Summary

Avalara is seeking a Director of Quality Adherence a future-focused leader who will redefine enterprise quality management by combining traditional rigor with automation, AI, and customer-first innovation. This leader will set and enforce the highest standards of testing, monitoring, and risk management while evolving our approach to quality into one that is predictive, automated, and real-time.

As Director, this role will drive Avalaras global quality strategy, systems, and operations to ensure customer interactions and processes are accurate, compliant, and consistent. They will own the integration of automation platforms such as Maestro, Qualtrics, and AI-driven analytics engines to capture signals at scale, detect risks before they occur, and drive proactive improvements.

This is a rare opportunity to blend the discipline of quality with the innovation of AI and automation, ensuring Avalara continues to be fast, easy, accurate, reliable, and valuable to customers.

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.
• Sponsor 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?

This is a unique opportunity to transform quality from a backward-looking control into a forward-looking capability. As Avalara's Director of Quality, you will ensure we don't just measure what happened but predict, prevent, and improve what comes next.

If you are a customer-obsessed, automation-savvy, AI-driven quality leader ready to shape how Avalara defines excellence at scale, this role is built for you.