Autodesk
Customer Service And Vendor Operations Manager
Overview
We are looking for an experienced Customer Service and Vendor Operations professional with 8+ years of experience in the Customer Service industry and 2–3+ years of team leadership experience. In this role, you will be responsible for driving vendor performance, customer experience, operational excellence, and continuous improvement.
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.
Requirements & Eligibility
- 8+ years of experience in Customer Service, Customer Operations, or a related field
- 2–3+ years of team leadership experience, preferably managing teams of up to 50 employees
- Strong communication and stakeholder management skills
- Proven experience in Key Performance Indicator (KPI) and performance management
- Strong understanding of Customer Satisfaction (CSAT), Net Promoter Score (NPS), and other 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 relationships with stakeholders and vendor partners
Key Responsibilities
- Own and drive vendor performance and customer experience metrics for assigned teams
- Monitor vendor performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets to ensure consistent performance
- Drive improvements across Productivity, First Contact Resolution (FCR), Customer Satisfaction (CSAT), CSCI, Average Handling Time (AHT), MRT, and Sales Leads
- Execute operational strategies and best practices in collaboration with vendor partners and internal stakeholders
- Conduct regular performance reviews, audits, and operational reviews with Operations Leads, ELs, POD Subject Matter Experts (SMEs), and OMs
- Ensure effective daily case management and timely resolution of customer issues
- Leverage Quality Assurance (QA) insights, performance data, and trends to identify coaching and process improvement opportunities
- Perform data analysis and Root Cause Analysis (RCA) to identify operational gaps, risks, and improvement opportunities
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