Remote Director, Product Management, Customer Experiences bei Avalara

What You'll Do:

We're looking for 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 thoughtful, intuitive, and scalable customer experiences.

 

You'll lead the development 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.

 

#LI-Remote

What Your Responsibilities Will Be:

• Lead 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 team of product managers, UX designers, content strategists, and researchers—promoting 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 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.

What You'll Need to be Successful:

• 12+ years of experience in SaaS product management, UX design, or content strategy, with at least 5 years in a leadership role.
• Experience 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.
• Experience with customer journey mapping, behavioral analytics, design systems, and generative content workflows.
• Fluency with modern AI tools (e.g., LLMs, ML platforms, agent frameworks) and their real-world application in CX.
• Experience communicating product updates, milestones, and progress to internal and external partners; 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.

 

Pay Range Details:

 

The base pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.

 

Colorado $166,100 - $274,100 (annually)

 

Washington $183,700 - $303,100 (annually)

 

California $166,100 - $331,900 (annually)

 

NYC $183,700 - $331,900 (annually)

 

The pay range above is the general base pay range for a successful candidate in the state listed. successful candidate's actual salary/wage may be based on various factors, such as geographic location, candidate experience and qualifications, as well as market and business considerations.

 

This role is eligible for an annual bonus based on individual and company performance, depending on the terms of the applicable plan and the employee's role.

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.

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