Program Manager
Avalara India
Date: 6 days ago
City: Pune, Maharashtra
Contract type: Full time
What You'll Do
We are seeking a detail-oriented and strategic Program Manager to join our Customer Care Operations team. This role will be responsible for leading and managing key programs focused on improving core support processes and implementing tool enhancements. The ideal candidate will collaborate cross-functionally with stakeholders across Customer Support, Product, Engineering, IT, and other teams to ensure seamless execution and alignment with business goals.
What Your Responsibilities Will Be
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.
Learn more about our benefits by region here: Avalara North America
What You Need To Know About Avalara
We’re Avalara. We’re defining the relationship between tax and tech.
We’ve 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 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. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.
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.
We are seeking a detail-oriented and strategic Program Manager to join our Customer Care Operations team. This role will be responsible for leading and managing key programs focused on improving core support processes and implementing tool enhancements. The ideal candidate will collaborate cross-functionally with stakeholders across Customer Support, Product, Engineering, IT, and other teams to ensure seamless execution and alignment with business goals.
What Your Responsibilities Will Be
- Drive end-to-end program management for initiatives related to process improvement and tool transformation within Customer Care Operations.
- Partner with key stakeholders to define program scope, objectives, success metrics, timelines, and resource requirements.
- Translate business needs into actionable plans and workstreams, ensuring alignment across support, product, engineering, and operations teams.
- Lead project planning, execution, and communication to ensure timely delivery of programs that meet or exceed expectations.
- Monitor program performance, manage risks, and implement mitigation strategies.
- Serve as a point of contact for operational tool enhancements and core system changes, ensuring they align with support team goals and user needs.
- Champion change management practices to drive adoption and ensure smooth transition during process or tool changes.
- Generate clear documentation, status reports, and presentations for leadership and cross-functional teams.
- Bachelor’s degree in Business, Engineering, Computer Science, or a related field; PMP or similar certification is a plus.
- 7+ years of program or project management experience, preferably in a SaaS or technology organization.
- Experience working with customer care/support operations teams and driving operational improvements.
- Proven ability to manage multiple initiatives simultaneously in a fast-paced environment.
- Strong understanding of support tools (e.g., Zendesk, Salesforce, CRM systems) and process optimization.
- Exceptional communication, stakeholder management, and cross-functional collaboration skills.
- Data-driven mindset with experience using analytics to drive decision-making and continuous improvement
- Experience with Agile methodologies and change management frameworks.
- Familiarity with automation, AI/ML support tools, or self-service solutions in a customer support context.
- Experience working with global support teams and scalable support models.
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.
Learn more about our benefits by region here: Avalara North America
What You Need To Know About Avalara
We’re Avalara. We’re defining the relationship between tax and tech.
We’ve 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 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. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.
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.
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