Operations Director - Global Returns Service R3705

Compliance | Brighton, United Kingdom

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The Global Returns Service – Operations Director will be responsible for leading a diverse, multi lingual service and back-office operation. You will be responsible for creating a culture where people can thrive during periods of rapid growth whilst driving efficiency to enable us to scale and deliver great service to our partners and clients. Alongside managing the operation, you will also lead our support functions, including capacity planning, vendor management, data and quality adherence functions.

This role will also face out to one of our businesses largest and most important clients so the ability to juggle leadership and client liaison is a must.

Job Duties:

  • Design & govern the operational strategy and contribute to the function's wider goals, identifying existing and future opportunities to drive employee engagement, quality, efficiency and performance

  • Drive operational performance to improve efficiency, reduce cost and increase margin

  • Delivering SLA performance for EMEA's biggest partner including regular client liaison

  • Lead and drive change within the operations function, creating a culture of continuous performance improvement and service delivery

  • Drive capacity plans across all of EMEA Global Returns Service

  • Ensure employees are engaged with career development and succession planning supported across the area

  • Contribute to overall business strategy and annual budget process

  • Maintain regulatory and legal compliance of the operational function


  • Evidence of well-developed leadership skills

  • Strong operational experience gained from working in either a tax, financial services or outsourcing environment

  • Possess a detailed and credible track record of improving business and organizational performance and by evidencing this through best-in-class KPIs and MI suites

  • Experience of managing diverse operations, ideally across different geo's

  • Proven track record of implementing effective change and growth driven strategies

  • Demonstrable deep understanding of systems and processes required to support a growing operations function

  • The ability to define and drive strategy development including the ability to influence senior stakeholders

  • A brilliant communicator across all levels

About Avalara:

We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of fuel, cup of coffee, or pair of shoe's, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there's an accompanying unique and nuanced tax compliance calculation.

The logic behind calculating taxes — the rules, rates, and boundaries — is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.

Avalara works with businesses of all sizes, all over the world — from corner stores to gigantic global retailers — to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone.

That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in EMEA, Brazil, Canada, India, and the U.K.

Equal Opportunities:

Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, or any other factor protected by law.

Reasonable Accommodation:

Avalara is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can follow this process outlined when applying for a position: Please provide your name and contact information to our recruitment team at recruitmentEMEA@avalara.com

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