Vendor Services Lead

Job Requisition ID # 26WD100519 About the Role We are looking for an experienced  Customer Service / Vendor Operations professional  with 8+ years of experience in the Customer Service industry and 2–3+ years of team leadership experience. The role will be responsible for driving  vendor performance, customer experience, operational excellence, and continuous improvement . The ideal candidate should be data-driven, customer-focused, and skilled at managing cross-functional and vendor relationships. Roles & Responsibilities 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 .

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 . Good to Have 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. 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