Senior Manager, Quality Operations

Job Description

What You'll Do We are looking for a motivated and strategic Senior Manager Quality Operations to lead our quality assurance programs across customer-facing operations You will be pivotal in driving Continuous Improvement (CI), optimizing audit programs, and enhancing through data, insights and collaboration You lead with insight, think in systems, and act on data?transforming complexity into clarity and action who excels at optimizing complex processes, building teams, and driving continuous improvement through evidence-based decision-making You will report to the Director of Quality and Data What Your Responsibilities Will Be Quality StrategyDesign, manage quality frameworks across multiple departments (e-g , Notice Management, Case Management, Transactions), Lead the development of scorecards, sampling methodologies, and audit processes to improve process consistency and customer satisfaction, Continuous Improvement (CI)Champion CI culture by identifying causes, process inefficiencies, and improvement opportunities, Facilitate Lean/Six Sigma-inspired projects to lead measurable gains in quality and operational efficiency, Build capability across teams by promoting CI methodologies into daily operations, People LeadershipMentor a team of data-centric quality professionals, encouraging a culture of analytical rigor, learning, and new ideas through coaching, and strategic recognition, Build team accountability and engagement through clear goals, performance metrics, and regular feedback loops, Stakeholder Management & CollaborationCollaborate with Ops, Compliance, Automation, Data, and Support teams to align QA goals and guide shared outcomes, Provide guidance to leadership on process improvements, audit insights, and customer pain point resolution, Insights & GovernanceDeliver relevant insights from quality audits and customer feedback to inform process, product, and training strategies, Ensure adherence to compliance standards and risk mitigation through proactive QA practices, What Youll Need To Be Successful Qualifications 10+ years of experience in Quality, Operations, or Process Excellence roles Proven track record in driving data-informed quality improvements, with practical application of methodologies like Lean and Six Sigma to enhance operational processes, People management experience, including team building and cross-functional leadership Proficiency with QA tools and platforms (Salesforce, Freshdesk) and data tools (Excel, Tableau, Power BI) Required Skills Continuous Improvement & Problem Solving Leadership & Team Development Develop data-driven strategies that align quality projects with broader goals, Operational & Risk Awareness Partner Influence & Collaboration Data-Driven Decision-making How Well 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 Were Avalara Were defining the relationship between tax and tech, Weve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business Our growth is real, and were not slowing down until weve achieved our mission to be part of every transaction in the world, Were bright, innovative, and disruptive, like the orange we love to wear It captures our quirky spirit and optimistic mindset It shows off the culture weve 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, Weve been different from day one Join us, and your career will be too, Were An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company ? we dont 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,