# Customer Service and Vendor Operations Professional

**Company**: Autodesk
**Experience**: senior
**Job type**: full-time
**Salary**: Offers are based on the candidate’s experience and geographic location
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://autodesk.wd1.myworkdayjobs.com/en-US/Ext/job/Bengaluru-IND/Vendor-Services-Lead_26WD100483-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a670a31a-cd7

## Description

We are seeking an experienced Customer Service and Vendor Operations professional to drive 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

- 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

- 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

- 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

- 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**

- 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

## Skills

### Required
- Customer Service
- Vendor Management
- Performance Management
- Data Analysis
- Root Cause Analysis
- Communication
- Stakeholder Management

### Nice to have
- Workforce Management
- Reporting
- Dashboards
- Performance Analytics
- Process Improvement
- Operational Transformation

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Source: [Apply at autodesk.wd1.myworkdayjobs.com](https://autodesk.wd1.myworkdayjobs.com/en-US/Ext/job/Bengaluru-IND/Vendor-Services-Lead_26WD100483-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)