Director of Product Management, Customer Experience Platform

About Avalara

Avalara is a market leader in cloud-based tax compliance automation, helping businesses of all sizes stay compliant with transactional taxes including sales and use, VAT, excise, and communications. Now a Vista Equity Partners portfolio company, we’re building the next generation of intelligent tax solutions—with AI at the core of our platform and operating model.

About the Role

We’re seeking a transformational leader to serve as Director of Product Management, Customer Experience Platform, combining product management, design, content, and research into one cohesive mission: to deliver intelligent, intuitive, and scalable customer experiences. You’ll lead the strategy and execution of high-impact initiatives across onboarding, in-product help, support, and customer education—modernizing legacy experiences and unlocking new ones powered by AI, automation, and deep customer insight. This role reports to the VP of Product Management, Platforms and plays a key part in shaping how customers interact with Avalara at every step of their journey.

Responsibilities

• Own the end-to-end customer experience platform—spanning product content, UX design, onboarding, support flows, documentation, and customer engagement.
• Accelerate the shift to AI-driven experiences—embedding intelligent agents, automation, and personalization into every touchpoint.
• Lead a cross-functional team of product managers, UX designers, content strategists, and researchers—fostering a culture of experimentation, creativity, and continuous improvement.
• Drive research-backed product decisions using real-time data, customer telemetry, and structured feedback loops.
• Partner across Product, Engineering, Marketing, and Customer Success to ensure experiences align with strategic business outcomes such as activation, retention, and operational efficiency.
• Serve as a change agent within the product org—driving AI-first thinking, modern design systems, and intelligent documentation practices.
• Own CX KPIs and lead initiatives that reduce friction, improve time-to-value, and increase self-service success.
• Balance AI acceleration with human-centered design principles, ensuring experiences are not just fast, but also clear, empathetic, and empowering.

Qualifications

• 12+ years of experience in SaaS product management, UX design, or content strategy, with at least 5 years in a leadership role.
• Proven success scaling enterprise-grade customer experiences and driving measurable impact through AI or automation.
• Demonstrated ability to lead multidisciplinary teams and unify design, content, and product into a cohesive platform vision.
• Deep understanding of customer journey mapping, behavioral analytics, design systems, and generative content workflows.
• Strong fluency with modern AI tools (e.g., LLMs, ML platforms, agent frameworks) and their real-world application in CX.
• Exceptional communication and storytelling skills; able to advocate for the customer and influence executive stakeholders.
• Bachelor's degree in a related field (e.g., HCI, Product, Design, Business, Computer Science); advanced degrees are a plus.

Why Join Avalara?

At Avalara, we don’t just build software—we’re transforming how businesses around the world manage compliance. As the Director of Customer Experience Platform, you’ll help lead that transformation by building an AI-powered future for every Avalara customer. Join us to shape intuitive, personalized, and radically simplified experiences that redefine what tax technology can be.