Manager - Professional Services

As an AI-first company, Avalara is accelerating automated compliance to improve customer time-to-value. Reporting to the Sr. Manager of Professional Services, you will oversee the delivery of customer implementations across AvaTax, ECM, Returns, and connector products. You will lead a team of Project Managers and Implementation Consultants, driving delivery thoughtfulness and using applied AI to grow operations as implementations grow in volume and complexity across ERP and commerce ecosystems. You will report to Sr Manager - Professional Services.

HYBRID.

You will help bring Avalara's compliance solutions to life for our customers. You will oversee, in-scope, and high-quality customer implementations across AvaTax, ECM, Returns, and connectors. Beyond project delivery, you will lead a high-performing team of Project Managers and Implementation Consultants, driving their career growth and technical capabilities. You will also promote operational excellence by integrating AI-assisted workflows into the implementation lifecycle, streamlining everyday tasks, and elevating our team's delivery architecture. If you are passionate about driving scalable customer success, leading empowered teams, and using cutting-edge technology to reduce friction.

What Your Responsibilities Will Be:

• →Implementation Delivery Oversight: Lead the end-to-end execution of customer projects, ensuring quality, compliance, and delivery across multiple Avalara solutions.
• →Team Leadership: Hire, manage, and mentor a high-performing team of Project Managers and Implementation Consultants, driving performance and career progression.
• →Escalation & Scope Governance: Act as the primary escalation point for complex operational issues, resolving the majority of escalations independently. Review and manage Statements of Work (SOWs) and Change Requests to prevent scope creep and uphold commercial terms.
• →Risk & Capacity Management: Establish standard operating procedures to mitigate portfolio risks. Manage global resource assignments and provide accurate capacity and revenue forecasts for a 70+ FTE organization.
• →Collaboration: Partner with Sales during pre-sales scoping to agree on delivery models, and collaborate with Product, PMO, and Support to remove blockers.
• →AI-Enabled Practice Improvement: Design, test, and operationalize AI tools (e.g., automated scripts, custom GPTs) to refine project status reporting, SOW drafting, risk summarization, and customer communications.
• →AI-Assisted Delivery Architecture: Identify delivery friction points and collaborate across teams to implement AI-assisted steps for data validation, connector configuration checks, and tax profile mapping.
• →Team Enablement in AI: Coach your team on prompt engineering and responsible AI practices, ensuring strict adherence to Avalara's data privacy and security policies while leveraging AI-powered analytics to monitor portfolio health.

What You'll Need To Be Successful

• Education: B.S. in Computer Science or Engineering.
• Experience: 4+ years of relevant experience in Professional Services, Technical Consulting, or SaaS Implementation, including 1+ years of direct people management experience.
• Delivery Expertise: Manage complex enterprise software implementation lifecycles (kickoff to GoLive), including SOW governance, change management, and project risk control.
• Systems Knowledge: Proficient in PSA/CRM tools (e.g., FinancialForce/Certinia, Salesforce) and familiarity with transaction tax compliance, AvaTax, or ERP connectors (e.g., NetSuite, SAP, Workday).
• Applied AI Capability: Demonstrated experience using and operationalizing AI tools (e.g., LLMs, n8n, workflow automations) with quantifiable impact on delivery cycle time, operational efficiency, or work quality.
• Travel Requirement: Willingness to travel up to 20% for customer engagements and internal leadership meetings.

#LI-Hybrid

This is a hybrid in-office role.

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.