Job Description

Pune, India Compliance and Customer Operations 16376 What You'll Do

Director Global Quality Adherence will be reporting to VP Global business Excellence to lead the transformation of enterprise quality through automation, AI, and customer-centric innovation. You to improve how we test, monitor, and manage risk--shifting from reactive quality control to a predictive, real-time model. You will define strategy, oversee quality systems, and ensure that customer interactions and operational processes remain accurate, compliant, and consistent. You'll lead the integration of tools such as Maestro, Qualtrics, and AI analytics to scale signal detection, prevent defects, and drive proactive improvement. This is a unique opportunity to modernize quality by blending operational rigor with intelligent automation keeping Avalara fast, accurate, reliable, and trusted by customers.





What Your Responsibilities Will BeSet the quality strategy and governance framework aligned to customer experience and business goals. Build and run scalable testing, auditing, and monitoring programs across global operations. Implement automation and analytics (e.g., Maestro, Qualtrics, AI/ML) for real-time signal capture, anomaly detection, and root-cause analysis. Establish risk management practices to identify, assess, and mitigate quality issues proactively. Translate findings into clear actions, driving corrective and preventive improvements with cross-functional partners. Sponsor high-impact improvement projects using structured methods (e.g., Lean, Six Sigma). Create clear dashboards/scorecards that connect quality to outcomes (e.g., CSAT, NPS, gross/net revenue retention, margin). Provide timely, transparent reporting to executives and stakeholders; escalate risks and track remediation. Lead and develop a global team of quality professionals and analysts; foster a culture of measurement, learning, and accountability. Collaborate with Operations, Engineering, CX, Compliance, and Legal to meet regulatory and contractual obligations




What You'll Need to be SuccessfulExtensive experience leading quality, customer experience, or operations in SaaS/technology environments (typically 15+ years or equivalent experience). Hands-on expertise in testing, monitoring, auditing, and risk management frameworks. Practical experience with automation platforms and BI/visualization tools; comfort using AI/ML to improve quality outcomes. Experience with Lean/Six Sigma; Black Belt or equivalent is preferred. Ability to turn data into clear narratives and recommendations for senior leaders. Experience building and mentoring high-performing, globally distributed teams.

#LI-Hybrid





Avalara is an AI-first Company

Avalara is an AI-first company

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AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.You'll bring experience using AI and AI-related technologies, ready to thrive here. You'll AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers. You'll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.




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.