Business Analyst, CPO

What You'll Do Avalara is hiring Business Analyst for the CPO Program, Avalara's important customer experience metric used to measure how we support our promise to customers and track operational performance. Reporting to the Director of Customer Operations, you will identify and explain what is leading changes in CPO scores. This includes detecting anomalies in performance, investigating root causes, and determining whether data issues, operational breakdowns, or behavioral patterns guide changes. CPO scores alone are often ambiguous. The CPO Analyst connects them to real operational changes, such as product updates, support behavior, and workflow shifts. The Analyst validates the data, identifies true drivers, and helps leaders understand what is impacting performance and where action is needed. Working with the Senior Program Manager, you will provide coverage across program documentation and analysis. This ensures continuity and reliability of the CPO Program, serving as a bonus me...