Manager, Support Operational Excellence

Position Overview

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

• This position entails 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
• Demonstrated expertise in driving continuous improvement initiatives within a support or customer service environment
• 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

Learn More

About

Welcome to! 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 – 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!

Benefits

From 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 transparency

Salary is one part of’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 Careers

Working in sales at 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/sales

Equal Employment Opportunity

At, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. 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 & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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