Business Analyst, CPO

What You'll Do 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 Monitor CPO Dashboards and trends to identify changes in performance, including spikes, drops, and emerging risks Investigate changes in CPO scores by reviewing underlying data and working through possible causes, including data discrepancies, operational issues, or changes in how teams are working Work with the Global Analytics and Insights team to identify and resolve data issues that impact CPO accuracy Produce leadership readouts and reporting for the CPO Program and broader stakeholders, providing a clear view of current performance, trends, and areas of concern Track what's driving changes in CPO, what actions teams are taking in response, and whether those actions are actually improving the metric over time. Support the annual update of the CPO model by working with stakeholders to gather input on how the metric should evolve, and analyzing underlying data to validate and inform changes to the scoring logic Create and maintain SOPs, playbooks, and guidance that define how CPO should be reviewed, interpreted, and acted on by teams, ensuring that teams use a consistent and well-governed approach when reviewing and acting on CPO. Own the day-to-day mechanics of the CPO program rhythm, including setting up meetings, keeping stakeholder lists up to date, capturing and organizing notes, and ensuring discussions and outputs are consistently documented and accessible. Bar Raiser Expectations 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. In practice, this looks like: Reducing the time it takes to go from "CPO changed" to a clear understanding of why Bringing clarity to complex signals so teams can quickly align on the actions that will have the greatest impact on customer outcomes and score reduction Elevating how CPO is used in practice so teams can consistently connect the metric to real operational changes, improving service delivery rather than simply reacting to or reporting on the score AI Bar Raiser Expectations 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. In practice this looks like using AI tools to: Rapidly synthesize data, context, and operational signals to generate initial hypotheses for changes in CPO scores Identify patterns, trends, and outliers that are not easily visible in standard dashboards Streamline recurring analysis, reporting, and summaries so insights are produced faster and with consistent quality Improve how insights are communicated by using AI to draft clear, structured explanations that connect data to real operational drivers Reduce time spent on manual data review and increase time spent on interpretation and action What You'll Need to be Successful Bachelor's degree in Business, Information Systems, Analytics, Mathematics, or a related quantitative field 5-8 years of experience in data analysis, business analysis, or similar roles in a SaaS or technology environment. Experience using AI tools such as ChatGPT and n8n to streamline analysis and reporting workflows, including synthesizing data, identifying patterns, and generating clear summaries Proven ability to analyze complex data and identify meaningful patterns, trends, and anomalies, including early detection of risks or issues. Strong root cause analysis skills, with experience investigating issues across data, processes, and workflows to determine what is actually driving performance Experience working with business performance metrics (e.g., customer experience, operational metrics, or similar), and translating those into actionable insights Ability to translate data into clear, simple explanations of what is happening, why it is happening, and what needs to change. Experience building or contributing to standardized reporting, analysis frameworks, or documentation used by teams Strong analytical skills, including experience working with tools such as Excel and BI tools. High attention to detail and a strong standard for accuracy and quality of analysis Comfortable working cross-functionally and communicating with senior stakeholders across the organization Avalara is an AI-first Company 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. How We'll Take Care of You 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. What You Need To Know About Avalara 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. Your Responsibilities Monitor CPO Dashboards and trends to identify changes in performance, including spikes, drops, and emerging risks Investigate changes in CPO scores by reviewing underlying data and working through possible causes, including data discrepancies, operational issues, or changes in how teams are working Work with the Global Analytics and Insights team to identify and resolve data issues that impact CPO accuracy Produce leadership readouts and reporting for the CPO Program and broader stakeholders, providing a clear view of current performance, trends, and areas of concern Track what's driving changes in CPO, what actions teams are taking in response, and whether those actions are actually improving the metric over time. Support the annual update of the CPO model by working with stakeholders to gather input on how the metric should evolve, and analyzing underlying data to validate and inform changes to the scoring logic Create and maintain SOPs, playbooks, and guidance that define how CPO should be reviewed, interpreted, and acted on by teams, ensuring that teams use a consistent and well-governed approach when reviewing and acting on CPO. Own the day-to-day mechanics of the CPO program rhythm, including setting up meetings, keeping stakeholder lists up to date, capturing and organizing notes, and ensuring discussions and outputs are consistently documented and accessible. Bar Raiser Expectations 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. In practice, this looks like: Reducing the time it takes to go from "CPO changed" to a clear understanding of why Bringing clarity to complex signals so teams can quickly align on the actions that will have the greatest impact on customer outcomes and score reduction Elevating how CPO is used in practice so teams can consistently connect the metric to real operational changes, improving service delivery rather than simply reacting to or reporting on the score AI Bar Raiser Expectations 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. In practice this looks like using AI tools to: Rapidly synthesize data, context, and operational signals to generate initial hypotheses for changes in CPO scores Identify patterns, trends, and outliers that are not easily visible in standard dashboards Streamline recurring analysis, reporting, and summaries so insights are produced faster and with consistent quality Improve how insights are communicated by using AI to draft clear, structured explanations that connect data to real operational drivers Reduce time spent on manual data review and increase time spent on interpretation and action Bachelor's degree in Business, Information Systems, Analytics, Mathematics, or a related quantitative field 5-8 years of experience in data analysis, business analysis, or similar roles in a SaaS or technology environment. Experience using AI tools such as ChatGPT and n8n to streamline analysis and reporting workflows, including synthesizing data, identifying patterns, and generating clear summaries Proven ability to analyze complex data and identify meaningful patterns, trends, and anomalies, including early detection of risks or issues. Strong root cause analysis skills, with experience investigating issues across data, processes, and workflows to determine what is actually driving performance Experience working with business performance metrics (e.g., customer experience, operational metrics, or similar), and translating those into actionable insights Ability to translate data into clear, simple explanations of what is happening, why it is happening, and what needs to change. Experience building or contributing to standardized reporting, analysis frameworks, or documentation used by teams Strong analytical skills, including experience working with tools such as Excel and BI tools. High attention to detail and a strong standard for accuracy and quality of analysis Comfortable working cross-functionally and communicating with senior stakeholders across the organization