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Bengaluru, Karnataka, India
Onsite
Job Requisition ID #
Position 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.
The ideal candidate is data-driven, customer-focused, and skilled at building and managing strong relationships with cross-functional stakeholders and vendor partners.
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
Define and execute Start, Stop, and Continue 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 system and tool availability, downtime, external dependencies, hiring, and training challenges
Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality
Minimum Qualifications
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
Demonstrated ability to drive continuous improvement and operational excellence
Preferred Qualifications
Experience in Vendor Management or working closely with external vendor partners
Experience in a product-oriented Customer Service environment
Knowledge of Workforce Management (WFM)
Experience with reporting, dashboards, and performance analytics
Ability to analyze trends and translate data into actionable insights
Experience leading large-scale process improvement and operational transformation initiatives
The Ideal Candidate
The ideal candidate is a customer-focused operations professional who combines strong leadership, analytical thinking, and vendor management skills to drive operational excellence and exceptional customer experiences
Demonstrates strong leadership skills with the ability to guide, coach, and support high-performing teams
Uses data, customer insights, and performance trends to identify operational gaps and recommend effective solutions
Builds trusted relationships with internal stakeholders and vendor partners to achieve shared business objectives
Takes ownership of operational and customer outcomes while maintaining a strong focus on quality and performance
Identifies potential business continuity and operational risks early and takes proactive action to mitigate them
Applies sound judgment and structured problem-solving when addressing complex operational challenges
Balances multiple priorities effectively while maintaining attention to detail and meeting business commitments
Communicates clearly and confidently with team members, vendor partners, and senior stakeholders
Continuously identifies opportunities to improve processes, operational efficiency, and customer experience
Thrives in a collaborative and fast-paced environment while promoting accountability, continuous learning, and operational excellence
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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.
