Vendor Services Lead

Job Requisition ID #

26WD100483

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 teamsMonitor vendor performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets to ensure consistent performanceDrive improvements across Productivity, First Contact Resolution (FCR), Customer Satisfaction (CSAT), CSCI, Average Handling Time (AHT), MRT, and Sales LeadsExecute operational strategies and best practices in collaboration with vendor partners and internal stakeholdersConduct regular performance reviews, audits, and operational reviews with Operations Leads, ELs, POD Subject Matter Experts (SMEs), and OMsEnsure effective daily case management and timely resolution of customer issuesLeverage Quality Assurance (QA) insights, performance data, and trends to identify coaching and process improvement opportunitiesPerform data analysis and Root Cause Analysis (RCA) to identify operational gaps, risks, and improvement opportunitiesDefine and execute Start, Stop, and Continue actions based on performance trends and business prioritiesBuild strong relationships with internal stakeholders and vendor partners to drive business outcomesProactively identify and escalate Business Continuity risks, including system and tool availability, downtime, external dependencies, hiring, and training challengesDrive 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 field2–3+ years of team leadership experience, preferably managing teams of up to 50 employeesStrong communication and stakeholder management skillsProven experience in Key Performance Indicator (KPI) and performance managementStrong understanding of Customer Satisfaction (CSAT), Net Promoter Score (NPS), and other customer experience metricsStrong data analysis and Root Cause Analysis (RCA) skillsAbility to identify operational gaps and proactively manage business and customer-impacting risksStrong ability to collaborate cross-functionally and build effective relationships with stakeholders and vendor partnersDemonstrated ability to drive continuous improvement and operational excellence

Preferred Qualifications

Experience in Vendor Management or working closely with external vendor partnersExperience in a product-oriented Customer Service environmentKnowledge of Workforce Management (WFM)Experience with reporting, dashboards, and performance analyticsAbility to analyze trends and translate data into actionable insightsExperience 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 teamsUses data, customer insights, and performance trends to identify operational gaps and recommend effective solutionsBuilds trusted relationships with internal stakeholders and vendor partners to achieve shared business objectivesTakes ownership of operational and customer outcomes while maintaining a strong focus on quality and performanceIdentifies potential business continuity and operational risks early and takes proactive action to mitigate themApplies sound judgment and structured problem-solving when addressing complex operational challengesBalances multiple priorities effectively while maintaining attention to detail and meeting business commitmentsCommunicates clearly and confidently with team members, vendor partners, and senior stakeholdersContinuously identifies opportunities to improve processes, operational efficiency, and customer experienceThrives in a collaborative and fast-paced environment while promoting accountability, continuous learning, and operational excellence

Learn More

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.

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