Vendor Services Lead
Autodesk · Posted Oct 14
3D design, engineering, architecture, and entertainment software solutions
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About the role
Autodesk builds design and engineering software used across architecture, manufacturing, construction, and media, and this role sits within its customer service and vendor operations function. The Vendor Services team is responsible for vendor performance, customer experience, and operational excellence. This Bengaluru-based lead role owns vendor SLAs and KPIs, runs performance and operational reviews, performs data and root cause analysis, and drives continuous improvement across customer service metrics.
What you will do
- 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
Skills used in this role
What the employer is looking for
- 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
- 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
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
Benefits and support
- Annual cash bonuses
- Stock grants
About Autodesk
Autodesk is a global leader in 3D design, engineering, and entertainment software, providing solutions for architecture, engineering, construction, product design, and media creation. Its flagship products, such as AutoCAD, Revit, and Fusion 360, empower professionals across industries to imagine, design, and make a better world. As a pioneer in the space, the company continues to drive innovation through cloud collaboration, digital twins, and AI-powered design workflows.
- Industry
- Software
- Company size
- 10001+ employees
- Founded
- 1982
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Leadership
President and Chief Executive Officer
Executive Vice President and Chief Financial Officer
Executive Vice President and Chief Technology Officer
Executive Vice President and Chief Operating Officer
Chief Marketing Officer
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