Manager, Support Operational Excellence

Job Requisition ID #25WD90598Position OverviewAutodesk is seeking a dynamic and experienced Manager to be part of our Support Operational Excellence (SOPX) team. The ideal candidate will be responsible for leading a small team of Support Quality Assurance and Enablement strategies, ensuring the delivery of high-quality work and meeting established KPIs. This role will report to the Sr. Manager of the EBCS Support Operations team (SOPX) and will manage other initiatives aimed at enhancing customer experience. Responsibilities This position entails leadership and management responsibilities, overseeing a team of three. Key duties include team guidance, weekly 1:1s , recruitment, and performance managementDevelop, lead, and manage the Quality Assurance and Enablement strategies within the SOPX teamRegular alignment with stakeholders Ensure trainings are created, updated, and delivered with quality Reviewing appeals Coordinating calibration sessions with QA governance team Implement a feedback and continuous improvement cycle generated from QA resultsProvide regular reports on performance metrics, quality assurance findings, enablement effectiveness, and improvement strategiesEnsure the team meets established KPIs and deliverables by monitoring performance and implementing improvement actions as necessarySupport SOPX pillars with project and change management to ensure successful project implementation and adaptation within the organizationCollaborate with the SOPX Senior Manager to manage and optimize newly created tools and systems designed to improve customer experienceCoordinate the Support Champions Program (resource sharing and development program), ensuring proper metrics and feedback are provided to assess the effectiveness of the programFoster a culture of continuous improvement within the teamMinimum Qualifications 5+ years of experience in customer support within a software or technology company, preferably for SaaS. Candidates must have hands-on experience in a support role, and experience directly leading teams or programsExperience developing and implementing enablement and quality assurance strategies Demonstrated expertise in driving continuous improvement initiatives within a support or customer service environmentDependable and trustworthy, with a demonstrated ability to deliver results and communicate proactively about any issues or challengesStrong time management skills, ensuring that all tasks are completed efficiently and deadlines are metDemonstrated experience in project management including planning, execution, monitoring, and closureStrong leadership skills with a track record of managing high-performing teamsExcellent analytical skills and experience with performance metricsAbility to adapt to new technologies and drive continuous process improvements#LI-DNILearn MoreAbout AutodeskWelcome 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!BenefitsFrom health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/Salary transparencySalary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $100,500 and $162,580. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Sales CareersWorking in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/salesEqual Employment Opportunity At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.Diversity & BelongingWe take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).