Business Analyst, CPO

Avalara is hiring Business Analyst for the CPO Program, Avalara's important customer experience metric used to measure how we support our promise to customers and track operational performance.

Reporting to the Director of Customer Operations, you will identify and explain what is leading changes in CPO scores. This includes detecting anomalies in performance, investigating root causes, and determining whether data issues, operational breakdowns, or behavioral patterns guide changes.

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• →You will monitor CPO Dashboards and trends to identify changes in performance, including spikes, drops, and latest risks
• →You will investigate changes in CPO scores by reviewing underlying data and working through possible causes, including data discrepancies, operational issues, or changes in how teams are working
• →You will produce leadership readouts and reporting for the CPO Program and broader partners, providing a clear view of current performance, trends, and areas of concern
• →Support the annual update of the CPO model by working with partners to gather input on how the metric should evolve, and analyzing underlying data to validate and inform changes to the scoring logic

• Bachelor's degree in Business, Information Systems, Analytics, Mathematics, or a related quantitative field
• 5+ years of experience in data analysis, business analysis, or similar roles in a SaaS or technology environment.
• Experience using AI tools such as ChatGPT and n8n to improve analysis workflows, including summarizing data, identifying patterns, and generating clear summaries
• Experience analyzing complex data and identifying meaningful patterns, trends, and anomalies, including early detection of issues.
• Root cause analysis skills, with experience investigating issues across data, processes, and workflows to determine what is actually driving performance
• Experience working with performance metrics (e.g., customer experience, operational metrics, or similar), and translating those into relevant insights
• Experience working with tools such as Excel and BI tools.

#LI-Onsite

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 apply 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.

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. 

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.

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.