Education Support Ops Leader - Global, Scalable Service

Autodesk; Portland (OR); Presencial; USD 93.000 - 167.000; Jornada completa

Descripción de la vacante

Autodesk is seeking an experienced Support Operations Manager to lead the Education Support team and drive operational excellence across the global education experience. You will coach a diverse team, optimize workflows, and partner with Product, Engineering, and Education stakeholders to deliver scalable, high-quality customer support for students and educators.

The role emphasizes data-driven decision making, dashboards, OKRs, and continuous improvement, with a focus on CSAT and customer

Formación

• Bachelor's degree or equivalent practical experience.
• 7+ years of experience in Support Operations, Customer Support, Customer Experience, or a related operational leadership function
• 4+ years of people management experience, including coaching, performance management, and team development
• Experience supporting software products, SaaS platforms, or subscription-based services
• Demonstrated experience managing operational performance, service delivery, KPIs, and continuous improvement initiatives
• Proficiency with support and operational tools such as Salesforce, Jira, Microsoft Excel, or comparable platforms
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights
• Experience collaborating with cross-functional stakeholders and influencing outcomes across teams
• Excellent written, verbal, and interpersonal communication skills

Responsabilidades

• Lead, coach, and develop a team of Education Support specialists, fostering a high-performance, inclusive, and customer-focused environment
• Establish clear performance expectations, provide ongoing feedback, and support employee development and career growth
• Build a culture of accountability, collaboration, continuous learning, and operational excellence
• Empower team members to take ownership of challenges, make informed decisions, and deliver effective customer solutions
• Ensure appropriate staffing, workload distribution, and resource planning to meet evolving business and customer needs
• Develop, implement, and continuously improve workflows, processes, and operational standards that enable consistent, efficient, and scalable support for Autodesk's global education community
• Establish and maintain meaningful operational dashboards and reporting to monitor service performance, identify trends, and inform business decisions
• Define, track, and report progress against quarterly and annual objectives and key results (OKRs), operational KPIs, and customer experience metrics
• Monitor daily support operations, case volumes, service levels, and team capacity to ensure customer expectations and business commitments are met
• Identify operational inefficiencies, anticipate potential challenges, and implement sustainable, data-driven improvements
• Lead the resolution of complex operational issues and escalations, ensuring timely communication, accountability, and appropriate follow-through
• Champion the needs of students, educators, and academic institutions by ensuring customer feedback and insights inform operational priorities
• Analyze customer satisfaction (CSAT), customer effort (CES), and support trends to identify opportunities to improve the overall education support experience
• Partner with internal stakeholders to reduce customer friction, improve resolution effectiveness, and create more intuitive support experiences
• Support the successful transition and evolution of Autodesk Education offerings, helping customers navigate changes while maintaining service quality and customer confidence
• Promote innovative, scalable solutions that improve customer outcomes and operational efficiency
• Build strong partnerships with Global Product Support, Education business teams, Product, Engineering, and other key stakeholders to align operational priorities with broader business objectives
• Collaborate with Global Product Support to monitor third-party support vendor performance, service quality, and operational effectiveness
• Provide transparent, actionable reporting and recommendations to stakeholders and leadership
• Develop and deliver training, documentation, and knowledge-sharing initiatives to enable consistent support experiences across internal and extended support teams
• Influence strategic and tactical decisions by combining operational expertise, customer insights, and data-driven recommendations
• Proactively identify dependencies, communicate risks, and drive alignment across teams to achieve shared outcomes
• Lead operational readiness and change management efforts associated with evolving products, platforms, tools, and business processes
• Navigate ambiguity and competing priorities with sound judgment, adaptability, and a solutions-oriented mindset
• Evaluate opportunities to simplify processes, introduce automation, and improve operational scalability
• Balance immediate operational needs with longer-term strategic initiatives, ensuring effective execution and measurable results
• Encourage thoughtful experimentation, continuous improvement, and constructive feedback to help the organization evolve

Conocimientos

Support Operations

People management

Software product experience

Data analysis

Cross-functional collaboration

Communication skills

Educación

Bachelor's degree or equivalent

Herramientas

Salesforce

Jira

Microsoft Excel

Descripción del empleo

Autodesk is seeking an experienced Support Operations Manager to lead the Education Support team and drive operational excellence across the global education experience. You will coach a diverse team, optimize workflows, and partner with Product, Engineering, and Education stakeholders to deliver scalable, high-quality customer support for students and educators.

The role emphasizes data-driven decision making, dashboards, OKRs, and continuous improvement, with a focus on CSAT and customer