Women in Leadership at Avalara

Diversity, Equity & Inclusion at Avalara

Sathiya Balasubramaniam, Senior Software Engineer

Parul Goenka, Technical Lead

Pooja Soude, Senior Technical Lead

Swapnil Shukla, Technical Lead

Vishnupriya KT, IT Operations Specialist II

Surbhi Apurva, Senior Software Engineer

Mrunal Kandekar, Applications Administrator III

Bhavna Chaurasia, SDET

Sujata Suhag, Associate SDET

What You'll Do: We are looking for a and strategic Program Manager to join our Customer Care Operations team. You will report to Director of CCO and lead important programs focused on improving core support processes and implementing tool enhancements. You will collaborate with your team across Customer Support, Product, Engineering, IT, and other teams to ensure seamless execution and agreement on team goals. What Your Responsibilities Will Be: - Drive end-to-end program management for programs related to process improvement and tool transformation within Customer Care Operations. - Partner with important partners to define program scope, objectives, success metrics, timelines, and resource requirements. - Translate our needs into applicable plans and workstreams, ensuring alignment across support, product, engineering, and operations teams. - Lead project planning, execution, and communication to ensure delivery of programs. - Monitor program performance, manage risks, and implement mitigation strategies. - Be a contact for operational tool enhancements and core system changes, ensuring they align with support team goals and user needs. - Management practices to increase adoption and ensure smooth transition during process or tool changes. - Create clear documentation, status report, and presentations for leadership and cross-functional teams. What You'll Need to be Successful: - Bachelor's degree in Business, Engineering, Computer Science, or a related field; PMP or similar certification. - 7+ years of program or project management experience in a SaaS or technology organization. - Experience working with customer care/support operations teams and driving operational improvements.. - Experience with support tools (e.g., Zendesk, Salesforce, CRM systems) and process optimization. - Experience using analytics to drive decision-making and continuous improvement - Experience with Agile methodologies and change management frameworks. - Familiarity with automation, AI/ML support tools, or self-service solutions in a customer support context. - Experience working with global support teams and scalable support models. - Willing to from office 5 days a week ,Shift timing 4pm - 1 am

Pune

Avalara Technologies - Program Manager 

Job Description for Avalara Technologies - Program Manager  in Avalara Technologies Pvt ltd in  Pune for (5-12) years of experience. Apply Now!

Avalara Technologies - Program Manager  | iimjobs.com