Job Requisition ID #

26WD100483

Position Overview

We are looking for an experienced Customer Service and Vendor Operations skilled 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

📌 Vendor Services Lead (Bengaluru)
🏢 Autodesk
📍 Bengaluru