26WD100519
About the Role
We are looking for an experiencedCustomer Service / Vendor Operations professionalwith 8+ years of experience in the Customer Service industry and 2-3+ years of team leadership experience. The role will be responsible for drivingvendor performance, customer experience, operational excellence, and continuous improvement. The ideal candidate should be data-driven, customer-focused, and skilled at managing cross-functional and vendor relationships.
Roles & Responsibilities
- Own and drivevendor performance and customer metricsfor respective teams.
- Track vendor performance againstSLAs, KPIs, and operational targetsand ensure sustained performance.
- Drive improvements acrossProductivity, FCR, CSAT, CSCI, AHT/MRT, and Sales Leads.
- Execute operational strategies and practices in collaboration with vendors and internal stakeholders.
- Conduct regularperformance reviews, audits, and operational reviewswith Ops Leads, ELs, POD SMEs, and OMs.
- Ensure effectivedaily case management and timely closureof customer issues.
- LeverageQA insights, data, and trendsto identify coaching and process improvement opportunities.
- Performdata analysis and RCAto identify operational gaps, risks, and improvement opportunities.
- Define and executeStart / Stop / Continue (Divest)actions based on performance trends and business priorities.
- Build strong relationships withinternal stakeholders and vendor partnersto drive business outcomes.
- Proactively identify and escalateBusiness Continuity risks, including tools, downtime, external dependencies, hiring, and training challenges.
- Drive continuous improvement initiatives to enhancecustomer experience and operational efficiency.
Minimum Qualification
- 8+ yearsof experience in the Customer Service / Customer Operations industry.
- 2-3+ years of experience in team handling/leadership, preferably managing teams of up to 50 members.
- Strongcommunication and stakeholder managementskills.
- Proven experience inKPI and performance management.
- Strong understanding ofCSAT/NPS and customer experience metrics.
- Strongdata analysis and Root Cause Analysis (RCA)skills.
- Ability to identify operational gaps and proactively manage business and customer-impacting risks.
- Strong ability tocollaborate cross-functionallyand build effective stakeholder and vendor relationships.
- Demonstrated ability to drivecontinuous improvement and operational excellence.
Good to Have
- Prior experience inVendor Managementor working closely with external vendors.
- Experience in aproduct-oriented Customer Service environment.
- Knowledge ofWorkforce Management (WFM).
- Experience withreporting, dashboards, and performance analytics.
- Ability to analyse trends and translate data intoactionable insights.
- Experience driving large-scaleprocess improvement and operational transformationinitiatives.
Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk - it's at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you're an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future Join us!
Salary transparency
Salary is one part of Autodesk's competitive compensation package. Offers are based on the candidate's experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here:
In-Person Onboarding and Identity Verification
This role may require in-person onboarding and/or in-person ID verification.
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