Customer Excellence Insights Manager

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Job description

Overview:
The Customer Excellence (CX) team manages complex and high priority situations. As the Insights Manager, you will take ownership of all CX KPIs and insights. In this role, you will collaborate across CX functions to track KPIs, uncover learnings, and provide actionable insights and recommendations. You will distill these findings and communicate them with cross-functional teams to drive improvements in both customer experience and operations.

This is an individual contributor based in our Durham office with a hybrid work schedule.

Qualifications:
Job Duties

Collaborate with Customer Excellence teams on operational reporting by defining metrics and KPIs, designing dashboards and tracking systems, and delivering consolidated reports on a regular basis.

Partner with Customer Excellence teams to analyze and report insights, focusing on reducing escalations and enhancing the customer experience. Synthesize insights and recommendations across functions and share these with cross-functional partners.

Conduct root cause analyses on customer cases and escalations to identify issues and preventive opportunities.

Consolidate themes from cases, escalations, incidents, and operational data to identify trends and areas for improvement.

Build scalable reporting tools and dashboards using PowerBI.

Develop business cases to support customer experience and operational enhancements.

What you'll need to be successful

5+ years of experience delivering actionable insights from quantitative and qualitative data with proven measurable outcomes.

You have created and delivered presentations to influence customer experience improvements across various business functions.

You have communicated findings and recommendations to diverse audiences including peers, partners, and executive leadership.

Demonstrated success in delivering operational and executive dashboards using PowerBI.

Ability to simplify and communicate complex data and problems in a clear and actionable manner.

About Avalara:
We're Avalara. We're defining the relationship between tax and tech.

We've already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.

Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there's nearly 5,000 of us now. Our growth is real, and we're not slowing down - not 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. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.

We've been different from day one. Join us, and your career will be too.

EEO Statement

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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