Vendor Services Lead
Autodesk · Posted Oct 15
3D design, engineering, architecture, and entertainment software solutions
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About the role
Autodesk is a software company whose products are used to design and make buildings, cars, factories, and media. This role sits within Autodesk's customer service and vendor operations function, owning vendor performance, customer experience, and operational excellence. The Vendor Services Lead will drive SLAs, KPIs, CSAT/NPS and productivity improvements through performance reviews, data analysis, and continuous improvement initiatives with vendor partners and internal stakeholders.
What you will do
- 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.
Skills used in this role
What the employer is looking for
- 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.
Preferred qualifications
- 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.
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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