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 init

📌 Vendor Services Lead Bengaluru (India)
🏢 Autodesk
📍 India