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 solid 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 robust 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