Senior Manager, Support Operations

Autodesk; Portland (OR); On-site; USD 93,000 - 167,000; Full time

Job summary

Autodesk Education is seeking a seasoned Support Operations Manager to lead the Education Support team and drive operational excellence across our global education support experience. You will lead and develop a high-performing team, optimize workflows, and partner across the organization to deliver scalable, customer-focused support.

The ideal candidate thrives in a dynamic environment, embraces change, and brings a continuous improvement mindset, with a focus on CSAT, CES, and key operational

Qualifications

• Bachelor's degree or equivalent practical experience.
• 7+ years of experience in Support Operations or related field.
• 4+ years of people management experience.
• Experience with SaaS or subscription-based services.
• Proficiency with Salesforce, Jira, Excel or comparable platforms.
• Strong analytical and problem-solving skills with data-driven mindset.
• Experience collaborating with cross-functional stakeholders and influencing outcomes.

Responsibilities

• Lead, coach, and develop a team of Education Support specialists.
• Establish performance expectations and provide ongoing feedback.
• Develop workflows, processes, and standards for scalable support.
• Monitor service performance with dashboards and KPIs; report OKRs.
• Collaborate with Product, Engineering, and Education teams to improve support experience.
• Lead change management and training to evolve education offerings.

Skills

People management

Customer support leadership

SaaS knowledge

Data analysis

Cross-functional collaboration

Communication skills

Operational metrics

Education

Bachelor's degree

Tools

Salesforce

Jira

Microsoft Excel

Job description

Job ID26WD101648Job Requisition ID #26WD101648Position OverviewAt Autodesk, we empower innovators to design and make a better world. Our Education offerings help students, educators, and academic institutions around the globe access the tools and technology they need to develop skills, unlock creativity, and prepare for the careers of tomorrow.We are seeking an experienced, customer-focused Support Operations Manager to lead our Autodesk Education Support team and drive operational excellence across our global education support experience.In this role, you will lead and develop a high-performing team of support specialists, optimize operational processes, and partner across the organization to deliver seamless, scalable, and effective customer support. You will play a critical role in supporting the ongoing evolution of Autodesk's Education offerings, including platform transitions, process improvements, and customer experience initiatives.The ideal candidate is a collaborative, data-driven leader who thrives in a dynamic environment, embraces change, and brings a continuous improvement mindset. You are passionate about developing people, solving complex problems, and translating customer insights into meaningful business outcomes.Guided by Autodesk's One ORBIT values, you will foster a culture of accountability, innovation, trust, and collaboration while helping ensure our global education community receives exceptional support.ResponsibilitiesLead, coach, and develop a team of Education Support specialists, fostering a high-performance, inclusive, and customer-focused environmentEstablish clear performance expectations, provide ongoing feedback, and support employee development and career growthBuild a culture of accountability, collaboration, continuous learning, and operational excellenceEmpower team members to take ownership of challenges, make informed decisions, and deliver effective customer solutionsEnsure appropriate staffing, workload distribution, and resource planning to meet evolving business and customer needsDevelop, implement, and continuously improve workflows, processes, and operational standards that enable consistent, efficient, and scalable support for Autodesk's global education communityEstablish and maintain meaningful operational dashboards and reporting to monitor service performance, identify trends, and inform business decisionsDefine, track, and report progress against quarterly and annual objectives and key results (OKRs), operational KPIs, and customer experience metricsMonitor daily support operations, case volumes, service levels, and team capacity to ensure customer expectations and business commitments are metIdentify operational inefficiencies, anticipate potential challenges, and implement sustainable, data-driven improvementsLead the resolution of complex operational issues and escalations, ensuring timely communication, accountability, and appropriate follow-throughChampion the needs of students, educators, and academic institutions by ensuring customer feedback and insights inform operational prioritiesAnalyze customer satisfaction (CSAT), customer effort (CES), and support trends to identify opportunities to improve the overall education support experiencePartner with internal stakeholders to reduce customer friction, improve resolution effectiveness, and create more intuitive support experiencesSupport the successful transition and evolution of Autodesk Education offerings, helping customers navigate changes while maintaining service quality and customer confidencePromote innovative, scalable solutions that improve customer outcomes and operational efficiencyBuild strong partnerships with Global Product Support, Education business teams, Product, Engineering, and other key stakeholders to align operational priorities with broader business objectivesCollaborate with Global Product Support to monitor third-party support vendor performance, service quality, and operational effectivenessProvide transparent, actionable reporting and recommendations to stakeholders and leadershipDevelop and deliver training, documentation, and knowledge-sharing initiatives to enable consistent support experiences across internal and extended support teamsInfluence strategic and tactical decisions by combining operational expertise, customer insights, and data-driven recommendationsProactively identify dependencies, communicate risks, and drive alignment across teams to achieve shared outcomesLead operational readiness and change management efforts associated with evolving products, platforms, tools, and business processesNavigate ambiguity and competing priorities with sound judgment, adaptability, and a solutions-oriented mindsetEvaluate opportunities to simplify processes, introduce automation, and improve operational scalabilityBalance immediate operational needs with longer-term strategic initiatives, ensuring effective execution and measurable resultsEncourage thoughtful experimentation, continuous improvement, and constructive feedback to help the organization evolveMinimum QualificationsBachelor's degree or equivalent practical experience7+ years of experience in Support Operations, Customer Support, Customer Experience, or a related operational leadership function4+ years of people management experience, including coaching, performance management, and team developmentExperience supporting software products, SaaS platforms, or subscription-based servicesDemonstrated experience managing operational performance, service delivery, KPIs, and continuous improvement initiativesProficiency with support and operational tools such as Salesforce, Jira, Microsoft Excel, or comparable platformsStrong analytical and problem-solving skills, with the ability to translate complex data into actionable insightsExperience collaborating with cross-functional stakeholders and influencing outcomes across teamsExcellent written, verbal, and interpersonal communication skillsPreferred QualificationsExperience managing global or distributed customer support teams, including third-party vendors or outsourced support operationsExperience leading operational transformations, process optimization, or change management initiativesFamiliarity with Agile methodologies, SaaS delivery models, and subscription lifecycle supportExperience developing operational dashboards, reporting frameworks, and performance improvement plansUnderstanding of customer experience metrics, including CSAT, CES, service levels, and resolution performanceDemonstrated ability to manage complex initiatives, balance competing priorities, and deliver results in a fast-paced environmentStrong stakeholder management skills, including the ability to influence without direct authorityExperience supporting education technology, academic institutions, or large-scale customer communitiesA continuous improvement mindset with an interest in leveraging automation, emerging technologies, and innovative approaches to improve support operationsLearn MoreAbout AutodeskWelcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!BenefitsFrom health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/Salary transparencySalary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $93,000 and $166,980. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Equal Employment OpportunityAt Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.BelongingWe take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belongingIn-Person Onboarding and Identity VerificationThis role may require in-person onboarding and/or in-person ID verification.