Job Requisition ID #

26WD100519

About the Role
We are looking for an experienced Customer Service / Vendor Operations professional with 8+ years of experience in the Customer Service industry and 2–3+ years of team leadership experience. The role will be responsible for driving vendor performance, customer experience, operational excellence, and continuous improvement. The ideal candidate should be data-driven, customer-focused, and skilled at managing cross-functional and vendor relationships.

Roles & Responsibilities
• Own and drive vendor performance and customer metrics for respective teams.
• Track vendor performance against SLAs, KPIs, and operational targets and ensure sustained performance.
• Drive improvements across Productivity, FCR, CSAT, CSCI, AHT/MRT, and Sales Leads.
• Execute operational strategies and practices in collaboration with vendors and internal stakeholders.
• Conduct regular performance reviews, audits, and operational reviews with Ops Leads, ELs, POD SMEs, and OMs.
• Ensure effective daily case management and timely closure of customer issues.




• Leverage QA insights, data, and trends to identify coaching and process improvement opportunities.
• Perform data analysis and RCA to identify operational gaps, risks, and improvement opportunities.
• Define and execute Start / Stop / Continue (Divest) 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 tools, downtime, external dependencies, hiring, and training challenges.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Minimum Qualification
• 8+ years of experience in the Customer Service / Customer Operations industry.
• 2–3+ years of experience in team handling/leadership, preferably managing teams of up to 50 members.
• Strong communication and stakeho

📌 Vendor Services Lead (Bengaluru)
🏢 Autodesk
📍 Bengaluru