Value Creation Manager, Customer Experience Insights - Remote

Overview

The Value Creation Manager is a role within Avalara's Global Analytics and Insights organization. You will focus on delivering data-driven value across the customer lifecycle by developing deep customer and operational understanding, curating applicable performance insights, and aligning those insights to strategic programs. By connecting measurements to outcomes, you will help influence our most critical customer experience decisions.

As an individual contributor you will work within the Pre/Post-Sales Insights team and will be an important partner to executives and partners, delivering scalable analytics that tie customer experience to value realization.

You will report to the Senior Director of Value Creation and will work fully remote within the US. (#LI-Remote).

In Short

• Translate complex datasets into compelling narratives that guide executive decision-making.
• Deliver applicable insights that align with strategic goals and customer experience improvements.
• Forecast future CX trends and identify value creation opportunities across the customer lifecycle.
• Oversee the insight value stream for critical business processes, ensuring understanding of both operational goals and long-term analytics strategy.
• Manage customer experience frameworks and dashboards using business intelligence tools or other visual frameworks.
• Monitor the effectiveness of customer-facing programs by correlating data to outcomes such as satisfaction, retention, and conversion.
• Provide regular performance updates to partners and executive leaders, supported by data modeling and statistical analysis.
• Build scalable data assets and reporting mechanisms to reduce reliance on ad hoc analyses while increasing data reliability and accessibility.
• Partner with program managers and business owners to define operational success metrics and guide process optimization.
• Improve data quality through structured data gathering, transformation, and validation techniques.

Requirements

• 8+ years of experience in customer experience analytics, business insights, or operational reporting (or 5+ years with a Master's, 3+ years with a PhD, or equivalent experience).
• Experience deriving insights from complex customer and operational data with the capability to translate them into recommendations.
• Advanced SQL and data modeling capabilities; experience with BI tools like Power BI, Tableau, and Salesforce.
• You have experience linking analytics to business process design and technology systems.
• Experience presenting findings to senior executives and partners.
• Experience driving process improvements and delivering scalable solutions that result in measurable growth.
• Proficiency in data cleaning, transformation, and ensuring data accuracy and integrity across multiple sources.
• Previous experience in a SaaS, B2B, or customer-centric enterprise environment.
• Familiarity with customer journey mapping and end-to-end CX program measurement.
• Experience partnering with customer success or support teams to lead strategic change.

Benefits

• In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.
• Health benefits vary by location but generally include private medical, life, and disability insurance.
• Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture.