Manager, Support Operational Excellence

Support Operational Excellence Manager

Autodesk 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

• Leadership and management responsibilities, overseeing a team of three. Key duties include team guidance, weekly 1:1s, recruitment, and performance management.
• Develop, lead, and manage the Quality Assurance and Enablement strategies within the SOPX team.
• Regular 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 results.
• Provide regular reports on performance metrics, quality assurance findings, enablement effectiveness, and improvement strategies.
• Ensure the team meets established KPIs and deliverables by monitoring performance and implementing improvement actions as necessary.
• Support SOPX pillars with project and change management to ensure successful project implementation and adaptation within the organization.
• Collaborate with the SOPX Senior Manager to manage and optimize newly created tools and systems designed to improve customer experience.
• Coordinate the Support Champions Program (resource sharing and development program), ensuring proper metrics and feedback are provided to assess the effectiveness of the program.
• Foster a culture of continuous improvement within the team.

Minimum 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 programs.
• Experience developing and implementing enablement and quality assurance strategies.
• Dependable and trustworthy, with a demonstrated ability to deliver results and communicate proactively about any issues or challenges.
• Strong time management skills, ensuring that all tasks are completed efficiently and deadlines are met.
• Demonstrated experience in project management including planning, execution, monitoring, and closure.
• Strong leadership skills with a track record of managing high-performing teams.
• Excellent analytical skills and experience with performance metrics.
• Ability to adapt to new technologies and drive continuous process improvements.