Teams at Vertex, Inc.

Leads regional Technical Customer Support teams, overseeing performance, staffing, case management, escalations, service quality, and operational improvements. Uses support data, dashboards, and customer feedback to identify risks and drive measurable actions. Partners with Product, Development, Operations, Quality, and IT to resolve customer-impacting issues, improve supportability, and reduce recurring problems. Develops scalable workflows, quality controls, knowledge resources, and performance reporting while fostering an accountable, inclusive, customer-focused culture.

Leads multistate indirect tax research, tax content accuracy, legislative tracking, compliance testing, and AI governance for Vertex products. Manages content projects, automation initiatives, stakeholder collaboration, change management, and a tax research team. Evaluates AI-generated outputs for accuracy, bias, defensibility, and compliance while overseeing recruiting, development, and performance management.

Own the strategy, roadmap, and full product lifecycle for Vertex’s AI-powered indirect tax audit and notice management solution. Translate tax audit workflows into AI-enabled features, establish evaluation frameworks for accuracy and compliance, guide human-in-the-loop experiences, and collaborate with engineering, design, sales, marketing, consulting, and customers. The role requires deep expertise in audit evidence gathering and notice response workflows, strong product leadership, and the ability to drive cross-functional initiatives.