Senior Director, Product Management - CX Platform

Avalara

3d • Remote

About The Position

We're looking for a transformational leader to serve as Director of Product Management, Customer Experience Platform, combining product management, design, content, and research into one cohesive mission: to deliver thoughtful, intuitive, and scalable customer experiences.
You'll lead the development of high-impact initiatives across onboarding, in-product help, support, and customer education—modernizing legacy experiences and unlocking new ones powered by AI, automation, and deep customer insight. This role reports to the VP of Product Management, Platforms and plays a key part in shaping how customers interact with Avalara at every step of their journey.
#LI-Remote

Requirements

• 12+ years of experience in SaaS product management, UX design, or content strategy, with at least 5 years in a leadership role.
• Experience scaling enterprise-grade customer experiences and driving measurable impact through AI or automation.
• Demonstrated ability to lead multidisciplinary teams and unify design, content, and product into a cohesive platform vision.
• Experience with customer journey mapping, behavioral analytics, design systems, and generative content workflows.
• Fluency with modern AI tools (e.g., LLMs, ML platforms, agent frameworks) and their real-world application in CX.
• Experience communicating product updates, milestones, and progress to internal and external partners; able to advocate for the customer and influence executive stakeholders.
• Bachelor's degree in a related field (e.g., HCI, Product, Design, Business, Computer Science); advanced degrees.

Responsibilities

• Lead the end-to-end customer experience platform—spanning product content, UX design, onboarding, support flows, documentation, and customer engagement.
• Accelerate the shift to AI-driven experiences—embedding intelligent agents, automation, and personalization into every touchpoint.
• Lead a team of product managers, UX designers, content strategists, and researchers—promoting a culture of experimentation, creativity, and continuous improvement.
• Drive research-backed product decisions using real-time data, customer telemetry, and structured feedback loops.
• Partner across Product, Engineering, Marketing, and Customer Success to ensure experiences align with strategic outcomes such as activation, retention, and operational efficiency.
• Serve as a change agent within the product org—driving AI-first thinking, modern design systems, and intelligent documentation practices.
• Own CX KPIs and lead initiatives that reduce friction, improve time-to-value, and increase self-service success.
• Balance AI acceleration with human-centered design principles, ensuring experiences are not just fast, but also clear, empathetic, and empowering.

Benefits

• In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.
• 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. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees