Senior Manager, Global Customer Experience at Avalara
Avalara · Durham, United States Of America · Remote
- Senior
As our Sr. Experience Manager, CX Transformation at Avalara, you will oversee and evolve the enterprise-wide customer journey system—including our journey taxonomy, experience design standards, persona and archetype libraries, and governance structures. You will ensure that Avalara's experience design efforts are structured,, and aligned to CXDR strategy. You'll build the tools and standards that allow teams to design intentional, scalable, customer-centric experiences and lead the routines that promote quality, accountability, and agreement.
You'll partner with Experience Design, Program Management, Product, Engineering, GTM, and CX leadership to provide a cohesive and governed experience operating system, rooted in customer needs and aligned to our goals. This is a manager role with direct reports You will report to the Senior Director, Global Customer Transformation. This is a remote position within the United States.
- Maintain and evolve Avalara's customer journey taxonomy, including experience tiers, lifecycle stages, and prioritization model.
- Ensure taxonomy and journey structures are applied across CX, Product, and GTM teams.
- Align journey architecture to business planning, experience strategy, and CXDR transformation priorities.
- Oversee and maintain a central library of customer personas and behavioral archetypes, ensuring they are grounded in insight and usable across the company.
- Partner with VoC, Marketing, UX Research, and Product to update personas in product design, messaging, and journey planning.
- Ensure personas reflect both buyer and user needs across customer segments.
- Manage CX templates, frameworks, and toolkits that guide experience design, storytelling, prioritization, and delivery.
- Define and maintain experience delivery standards that create consistency across journeys and touchpoints.
- Collaborate with delivery teams to ensure standards are applied over time.
- Lead experience governance routines, including QA reviews of journey designs, playbacks, and delivery plans.
- Establish operating mechanisms for reviewing adherence to design standards, persona use, and journey taxonomy.
- Support journey owners and initiative leads in upholding quality across customer experiences.
- Align experience system components (e.g., personas, taxonomies, standards) to CXDR goals and company-wide roadmaps.
- Partner with Program Managers and Strategy leads to ensure journey system informs prioritization, sequencing, and planning.
- Be the necessary connector between customer insight, experience design, and strategic execution.
- Mentor and inspire a high-performing team with a culture of accountability, curiosity, and customer obsession.
- Guide operational clarity and organization
- Champion a “solve once, solve forever” mindset in cause resolution and continuous imYou understand how experience elements work together to create clarity, scalability, and agreement.
- You bring structure to complexity and hold teams accountable to design standards and intent.
- You build the tools, templates, and rules that empower teams
- You influence across teams and levels without direct authority, ensuring shared ownership and engagement.
- You will balance detail with direction—aligning systems and tools to broader transformation outcomes.
- You will uphold a high bar for experience coherence, customer value, and design fidelity
6+ years in CX, service design, program management, or experience systems roles.
You have deep familiarity with journey mapping, customer segmentation, persona development, and experience operations.
6+ years of experience building and maintaining taxonomies, standards, and governance systems at scale.
You have collaboration skills; able to work across CX, Product, UX, Marketing, and Ops teams.
Experience applying frameworks like design thinking, experience QA, and experience measurement (e.g., NPS, effort).
Experience with facilitation, documentation, stakeholder understanding, and system/tool adoption.
#LI-Remote
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 $122,300-$195,700(annually)
Washington $122,300-$216,300 (annually)
California $122,300-$236,900(annually)
NYC $148,100-$236,900 (annually)
The pay range above is the general base pay range for a successful candidate in the state listed. The
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.
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.
Apply Now
