Championing a customer-first culture, ensuring seamless experiences across all touchpoints
Drive initiatives to improve customer satisfaction, retention, and value realization
Partner with cross-functional teams to reduce customer friction and enhance service delivery
Ensure consistent delivery of 24/7 global support operations aligned to business SLAs
AI & Digital Transformation
Leverage AI/ML, automation, and analytics tools to improve service efficiency, quality, and scalability
Identify opportunities to deploy AI in quality monitoring, case routing, forecasting, and self-service enablement
Partner with technology teams to modernize systems and digitize customer and agent experiences
Drive adoption of data platforms and tools (e.g., OpsHub, CRM, reporting systems) to enhance decision-making
Vendor & Partner Management
Lead governance of managed service vendors to ensure delivery excellence
Monitor vendor performance through KPIs, SLAs, and operational metrics
Drive accountability, continuous improvement, and cost optimization across vendor engagements
Manage escalations and ensure alignment with contractual commitments and business goals
Data Analytics & Insights
Utilize data analytics to identify trends, risks, and opportunities across operations
Build and track KPIs, dashboards, and performance metrics to drive informed decisions
Translate complex data into actionable insights and strategic recommendations
Ensure data integrity, reporting accuracy, and visibility for leadership reviews
Strategic Planning & Execution
Develop and execute strategic initiatives aligned with customer operations and business growth
Drive transformation across people, process, and technology
Balance workforce strategy between in-house teams and managed services
Lead initiatives to improve efficiency, scalability, and cost-effectiveness
Operational Excellence & Risk Management
Ensure smooth execution of daily operations with a focus on quality, productivity, and compliance (e.g., SOX)
Identify operational risks and implement mitigation strategies
Lead backlog reduction, process improvements, and service stabilization efforts
Oversee quarter-end readiness and revenue-impacting processes
Leadership & People Development
Lead, mentor, and develop high-performing teams across regions
Foster a culture of accountability, collaboration, and continuous improvement
Drive employee engagement, capability building, and change adoption
Influence and align stakeholders across global teams
Key Skills & Competencies
Customer-Centric Mindset - Deep understanding of customer success and experience
AI & Digital Acumen - Ability to leverage technology for operational transformation
Vendor Management - Strong governance, negotiation, and partnership skills
Analytical Thinking - Data-driven decision-making and problem-solving
Strategic Leadership - Ability to align operations with long-term business goals
Communication & Influence - Strong stakeholder management across all levels
Adaptability & Change Leadership - Driving transformation in dynamic environments
Success Measures
Improvement in Customer Satisfaction (CSAT/NPS)
Vendor performance against SLAs and KPIs
Adoption and impact of AI-driven initiatives
Reduction in operational inefficiencies and backlogs
Enhanced team productivity and engagement
Delivery of strategic programs aligned with business growth
Requirements
Bachelor's degree in Business, Operations, Technology, or related field
15+ years of experience in customer operations, client services, or vendor management
Proven experience managing global teams and outsourced vendors
Strong understanding of customer success frameworks and service delivery models
Experience in SaaS / Technology / Customer Support environments (24/7 global operations)
Exposure to AI, automation, and digital transformation initiatives
Strong analytical skills with experience in data visualization and reporting tools
Demonstrated ability to lead large-scale transformation programs
#LI-GC3
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
Additional Information
Job Requisition ID #
26WD98355
Position Overview
The Senior Manager - Client Services is a key leadership role responsible for driving end-to-end customer operations, vendor performance, and service excellence across globally distributed teams. This role will lead transformation initiatives by integrating AI-driven capabilities, optimizing vendor partnerships, and enhancing customer success outcomes. The ideal candidate will bring a strong blend of operations leadership, customer success mindset, vendor governance, and data-driven decision-making, with the ability to recommend and execute strategic initiatives aligned with organizational growth and digital transformation goals.
Autodesk · Bangalore, India