Global Education Support Operations Leader

Autodesk; Denver (CO); On-site; USD 93,000 - 167,000; Full time

Job summary

Autodesk Education is seeking an experienced Support Operations Manager to lead a global Education Support team and drive operational excellence across customer support. You will coach a high-performing group, optimize workflows, and partner with Product, Engineering, and Education teams to improve the student and educator experience.

The role requires a data-driven leader who prioritizes accountability, continuous improvement, and effective communication.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 7+ years of experience in Support Operations or related leadership role.
• 4+ years of people management experience, including coaching and performance management.
• Experience with software products, SaaS platforms, or subscription services.
• Proficient with support/operational tools like Salesforce, Jira, Excel.

Responsibilities

• Lead, coach, and develop Education Support specialists to deliver customer-focused service.
• Set performance expectations, provide feedback, and support career growth.
• Establish accountability culture and continuous learning for operational excellence.
• Staff, workload, and resource planning to meet evolving needs.
• Develop and optimize workflows and standards for scalable support.
• Create dashboards and reporting to monitor performance and trends.
• Track OKRs, KPIs, and customer experience metrics to guide decisions.
• Monitor daily operations, case volumes, and service levels.
• Resolve complex issues and manage escalations with timely communication.
• Partner with Global Product Support and Education teams to align priorities.

Skills

Leadership

People management

Data analysis

Operational planning

Customer experience

Education

Bachelor's degree or equivalent practical experience

Tools

Salesforce

Jira

Microsoft Excel

Job description

Autodesk Education is seeking an experienced Support Operations Manager to lead a global Education Support team and drive operational excellence across customer support. You will coach a high-performing group, optimize workflows, and partner with Product, Engineering, and Education teams to improve the student and educator experience.

The role requires a data-driven leader who prioritizes accountability, continuous improvement, and effective communication.