Vendor Services Lead

Job description

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 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 Minimum Qualifications • 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 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 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 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 #LI-NB1 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