Avalara is hiring **Business Analyst for the CPO Program**, Avalara's key customer experience metric used to measure how effectively we deliver on our promise to customers and track operational performance.
Reporting to the Director of Customer Operations, this role is **responsible for identifying and explaining what is driving changes in CPO scores**. This includes detecting anomalies in performance, investigating root causes, and determining whether changes are driven by data issues, operational breakdowns, or behavioral patterns.
CPO scores and patterns in isolation are often ambiguous and making sense of them requires more than analysis. It **requires understanding how the business actually runs**. That includes tracking and connecting how product changes, support behavior, and workflow shifts impact CPO, along with validating the data and isolating true drivers. **The CPO Analyst connects the metric to real operational changes and makes clear to leaders what is driving performance and where action is needed.**
Working closely with the Senior Program Manager, this individual also provides coverage across program documentation, analysis and reporting, ensuring continuity and reliability of the CPO Program as a bonus metric and a trusted source of truth.
What Your Responsibilities Will Be: **Your Responsibilities**
This role will raise the bar for Avalara by improving how quickly and accurately the organization understands what is driving changes in its more important customer metric. The right individual will go beyond analysis to make it clear what the real problem is and what needs to change, enabling teams to take meaningful and decisive action that reduced CPO and improves service delivery to our customers.
This role will raise the AI bar for Avalara by using AI to accelerate how quickly and clearly CPO can be understood, without losing accuracy or context. The right individual will apply AI to shorten the path from data to insight, while improving the clarity and usefulness of that insight so teams can act with confidence.
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.
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. **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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