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Director - Support Operations Workforce Management in Durham, NC



$150K - $200K*


Operations Management


5 - 7 years

Job Description

Avalara is looking for a Director of Workforce Management to help our Global Support Team scale to meet the rapid growth we are experiencing as well implement best practices around optimizing our current workforce across 3 locations. We are a very agile support organization and staffing needs potentially change on a monthly basis; and we are looking to implement a WFM solution.

Position Overview:

This position will be part of the Customer Service leadership team. You will be responsible for the efficient management of Avalara's cases, calls, chats, and emails in our customer service operation. The Director, Workforce Management will need to ensure Avalara has adequate staff to efficiently manage all customer contacts and cases. Success will be measured in consistently meeting contact and case management service levels and strong utilization of the workforce. This will be a key strategic position driving the company efficiency goal

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Valid through: 2020-4-26

About Avalara

Avalara, Inc. is a privately held company with headquarters in Seattle, WA. Avalara helps businesses of all sizes achieve compliance with transactional taxes, including VAT, sales tax, excise tax, communications tax, and other tax types. Founded in 2004, Avalara is one of six Certified Service Provider available to retailers. Avalara was founded in 2004. In 2011 Avalara raised $7 million in venture capital from Sageview Capital. In 2012 Avalara raised $20 million in additional venture capital from Battery Ventures.
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* Ladders Estimates