The Program Manager, Research & Customer Insights drives the strategy and execution of holistic research and analysis to optimize the customer journey. You will own the analysis of customer touchpoints across the full lifecycle to uncover gaps, opportunities, and value at each stage of the customer lifecycle. You will own the strategic direction for feedback platforms, develop a research roadmap that integrates journey analysis, and contribute to a culture of continuous discovery. This role blends Customer Experience (CX) strategy, analytics, service design, and digital experience optimization. You will develop, track, and report on KPIs, build data pipelines in collaboration with technical teams, and translate insights into actionable strategies that shape our customer success delivery approach. Roles and Responsibilities: · Customer Journey Mapping & Optimization: Lead the end-to-end mapping of customer journeys across multiple channels and touchpoints. Identify pain points, drop-off areas, and high-value moments using both qualitative and quantitative methods to co-create future-state journeys. · Data-Driven Insights & Reporting: Proactively synthesize signals across quantitative and qualitative feedback to identify friction. Partner with key stakeholders to build and optimize data pipelines that consolidate journey data. · Strategic Research Program Development: Develop and operationalize a strategic, mixed-methods research program that integrates longitudinal data with deep-dive qualitative studies to provide actionable insights that deliver business results. · Help build a robust CX framework: Support the development and tracking of key CX business metrics (e.g., NPS, CSAT, CES, retention, adoption rates). Move beyond standard reporting towards predictive modelling. · Cross-Functional Leadership: Work closely with Customer Success, Support, Professional Services, Marketing, and Product to ensure initiatives reflect the voice of the customer. Serve as a CX advocate, ensuring that decisions across the business align with journey insights. · AI & Technology Innovation: Model the strategic use of AI for research planning, thematic analysis, and insight synthesis to increase team efficiency. Assess and recommend CX technology solutions to enhance journey visibility and personalization. · Platform & Governance: Manage the day-to-day administration and governance of the research platform ecosystem. Proactively partner with business units to optimize dashboards, drive user adoption, and integrate demographic data for deeper segmentation. Within 30 days, you will: · Complete an audit of the current CX tech stack (e.g., Salesforce, Tableau, Gainsight, Hotjar) to map all customer data sources and identify initial data gaps. · Meet with leaders and key stakeholders to understand existing customer pain points and business priorities. Within 90 days, you will: · Deliver a Current State Assessment, presenting your initial findings on customer touchpoints, data availability, and a stakeholder map for future collaboration. · Develop and present a data-backed Future State Journey Map and Optimization Plan that outlines specific improvements, supported by both qualitative and quantitative insights. · Establish a clear performance baseline and build initital dashboards to track at the key metrics you define. Within 6 months, you will: · Launch and complete at least one pilot program or A/B test to validate journey improvements, demonstrating a measurable lift in a key metric. · Establish and lead a recurring CX Insights Review with cross-functional stakeholders to report on journey performance and advocate for customer-centric initiatives. · Initiate the discovery and complete the mapping process for the highest-priority customer journeys. Within 1 year, you will: · Have established a mature, repeatable process for continuous customer journey mapping and optimization that is adopted and utilized by key teams across the organization. · Demonstrate a clear, positive impact on primary business KPIs resulting from your journey optimization initiatives. Qualifications: · Bachelor's or Master’s degree, or equivalent experience, in a relevant field such as Social Science, Behavioral Economics, Statistics, UX, or a related discipline. · 3-5 years of experience in CX strategy, service design, or mixed-methods research, with a proven track record of leading both quantitative studies and deep-dive qualitative projects, including customer journey mapping. · Strong analytical skills with experience in data storytelling, visualization, and dashboarding tools (Tableau, Power BI, Looker). · Expertise in a broad research toolkit, including interviews, usability testing, advanced survey design, and service design methodology. · Proficiency with enterprise CX tools (e.g., Qualtrics) and familiarity with CRM systems (e.g., Salesforce, Gainsight). · Proactive curiosity about the evolving role of AI in research and a demonstrated ability to model AI usage to improve team efficiency while maintaining high standards for research rigor and ethics. · Excellent skills in conveying complex data and insights clearly and concisely to influence stakeholders at all levels. · Deep understanding of UX principles, service design methodology, and digital optimization. · Bonus: Background in marketing analytics, product optimization, or CX operations. SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.

Location: Must live on the East Coast - Remote Work From Home Role Type: Contract to Hire A Brief Overview The Strategic Program Manager within Global Finance is responsible for managing large scale transformational client initiatives, which will require him/her to successfully engage and work across multiple technical and global teams within our client and potentially with our end customer’s environment. The ideal candidate will have proven leadership capabilities and experience managing technology programs with a minimum budget of $25MM or greater. He/she will have managed large distributed teams of matrixed resources of at least 50 people or more and have strong presentation and public speaking skills. He/she will have experience developing and estimating client statements of work. Job Responsibilities - Lead Global Finance and or Bank based IT modernization and Physical Security engagement on a global scale - Defines and implements governance and controls across the program, including but not limited to: status reporting, risks and issues management and reporting, stakeholder engagement and reporting, other routines and artifacts as required in order to control the program - Extensive problem-solving skills, with the fortitude to drive resolutions to a close - Extensive knowledge of service delivery models focused on continuous improvement and adapting to the changing landscape of the service industry. - Monitors and manages the program level milestones, risks, issues, and decisions - Drives decision making processes where and when appropriate - Works with leadership and technical leads to staff and resource the program appropriately - Escalates and drives program level issues resolution and risk mitigation - Responsible for managing all budgeting, forecasting and program financials to meet financial expectations as outlined in the program - Responsible for managing program level procurement reporting and visibility - Ensure roles and responsibilities are defined and align to staffing plans - Responsible for end-to-end program delivery and quality - Drives stakeholder engagement to ensure appropriate level of communication and decision making for the program - Creates executive reporting, and delivers the reports to the appropriate executive stakeholders, as defined by the program - Ensures the program is aligned to the statement of work. - Works with the appropriate leadership and team members to define the statement of work and any changes - Monitors and assesses customer satisfaction, quality, and profitability. - Project managers assigned to the program will report to the program manager - Coaches and mentors the PMs and other team members as needed, to achieve the optimal productivity and highest quality of deliverables. - Creates and manages long term goals for the program or portfolio of projects. - Responsible for ensuring the successful onboarding and offboarding of program resources - Acts as a liaison between program staff and upper management/executives __________________________________________ Qualifications - Deep understanding of Global Finance and or Banking - Bachelor’s Degree in Arts/Sciences (BA/BS) Related Field required - A minimum of 10 years' progressive experience in a related field required - Minimum of 5 years active Program Management experience - Minimum 10 years of Project Management experience - Experience working with Financial Customers - One to three years prior sales/business development experience is preferred - Salesforce CRM software experience - Experience managing, tracking, and forecasting the financials and budgets for large scale programs - Understands expectations and reporting requirements needed to provide the level of visibility and clarity on the financial health of the program - Excellent understanding of the contract process - Able to manage contract modifications, control the impact to a program, and take the lead for negotiations on contract scope, cost, and schedule - Good understanding of Supply Chain processes - Ability to work independently and aggressively track to program timelines - Strong team skills - Strong communication skills (written, verbal, and presentation) - Project Management Professional (PMP) certification through Project Management Institute (PMI) preferred

• Own the structure, processes, and long-term strategy of the ambassador program • Develop scalable systems for activation, engagement, and performance tracking • Establish campaign cadence and program rhythm • Serve as the primary point of contact for ambassador communications • Create and distribute monthly briefs, campaign guidelines, and updates • Monitor and improve affiliate performance across the program • Identify top performers and areas for growth • Provide direction on content themes, messaging, and priorities • Manage platforms such as LoudCrowd, ShopMy, or similar tools • Track key metrics including participation, engagement, and sales • Deliver insights and recommendations • Continuously optimize program performance

O que você fará The Program Manager, Legal Operations-Gerente de Programas, Operações Jurídicas, leads strategic programs that enhance the efficiency, scalability, and understanding of the Legal function. You will guide projects across legal technology, process optimization, AI enablement, and outside counsel management. Partnering with the Senior Director, Legal Operations and Chief of Staff and senior legal leaders, you will translate priorities into relevant, measurable outcomes. You will collaborate with subject matter experts across Legal, including Commercial, Privacy, Litigation, and IP. You will also collaborate with partners in Finance, Procurement, IT, and other business teams. This will be a remote role located in Brazil, and will report to the Senior Director of Legal Operations and Chief of Staff. Only resumes submitted in English will be considered. #LI-Remote Quais serão as suas responsabilidades - You will lead the execution of strategic Legal Operations projects designed to enhance the Legal team's efficiency, scalability, and understanding of broader goals. - In close partnership with IT, you will manage legal technology programs by defining requirements, ensuring solutions provide measurable value, and supporting successful adoption across the team. - You will oversee program governance and reporting, managing timelines, risks, and deliverables while providing transparent, data-driven updates to Legal leadership. - You will work with Finance, IT, Procurement, and business teams to ensure your programs align with company-wide goals. - You will oversee change management efforts by developing communication, training, and engagement strategies that help use AI, new tools, and improved processes. - You will lead and maintain process documentation and help curate and update content within the Legal team's knowledge base O que precisa possuir para ser bem sucedido - 6+ years of program management experience within legal operations or business operations in a SaaS or technology environment - Experience managing programs and driving process improvements across legal or business teams - Experience with legal technology tools, including contract lifecycle management (CLM) systems, e-billing platforms, and legal intake solutions - You can define and report on metrics that reflect program performance and growth - Experience managing multiple partners in a matrixed organization - You have experience with Ironclad or similar contracts management systems - Experience supporting AI-driven projects within legal or operational workflows A Avalara é uma empresa AI-first 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. Como cuidaremos de você 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. O que você precisa saber sobre 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.