Job Description

Job Requisition ID #

26WD100519

About the Role

We are looking for an experienced Customer Service / Vendor Operations professional with 8+ years of experience in the Customer Service industry and 2–3+ years of team leadership experience. The role will be responsible for driving vendor 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 drive vendor performance and customer metrics for respective teams.
• Track vendor performance against SLAs, KPIs, and operational targets and ensure sustained performance.
• Drive improvements across Productivity, FCR, CSAT, CSCI, AHT/MRT, and Sales Leads.
• Execute operational strategies and practices in collaboration with vendors and internal stakeholders.
• Conduct regular performance reviews, audits, and operational reviews with Ops Leads, ELs, POD SMEs, and OMs.
• Ensure effective daily case management and timely closure of customer issues.
• Leverage QA insights, data, and trends to identify coaching and process improvement opportunities.
• Perform data analysis and RCA to identify operational gaps, risks, and improvement opportunities.
• Define and execute Start / Stop / Continue (Divest) actions based on performance trends and business priorities.
• Build strong relationships with internal stakeholders and vendor partners to drive business outcomes.
• Proactively identify and escalate Business Continuity risks, including tools, downtime, external dependencies, hiring, and training challenges.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Minimum Qualification

• 8+ years of 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.
• Strong communication and stakeholder management skills.
• Proven experience in KPI and performance management.
• Strong understanding of CSAT/NPS and customer experience metrics.
• Strong data analysis and Root Cause Analysis (RCA) skills.
• Ability to identify operational gaps and proactively manage business and customer-impacting risks.
• Strong ability to collaborate cross-functionally and build effective stakeholder and vendor relationships.
• Demonstrated ability to drive continuous improvement and operational excellence.

Good to Have

• Prior experience in Vendor Management or working closely with external vendors.
• Experience in a product-oriented Customer Service environment.
• Knowledge of Workforce Management (WFM).
• Experience with reporting, dashboards, and performance analytics.
• Ability to analyse trends and translate data into actionable insights.
• Experience driving large-scale process improvement and operational transformation initiatives.

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: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.

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