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25WD89152

Position Overview听

As part of our 鈥�One Team 鈥� One Goal鈥� Operating Model, the POD (Point of Delivery) SME will be assigned 8-15 vendor employees and will be responsible to bring up and maintain their performance. POD SMEs will have end-to-end accountability for quality delivery of 100% closures by vendor agents. You will closely work with the Operations Manager of your POD group and get 1 SME, Team Lead and Quality Auditor from vendor assigned to closely collaborate with. You will oversee the POD specialists of your group, ensuring customers' and partners鈥� requests are actioned with care and understanding. You will provide day-to-day team support, mentoring, and fostering team success. There may be change in POD members due to attrition/movement or business needs.听

Reporting to a Client Services Manager, you will be attached to our Banglaore office, with a hybrid-remote work policy. 听Work Schedule: Monday to Friday, 9 hours, possible to work early/night shift听 POD SMEs ensure business continuity and work towards the following goals听fast resolution and great customer and partner experience, minimal escalations from end customer and partner, and first time resolution-Reduced volumes with lesser reopen and higher CSAT scores.

Responsibilities听

• Support assigned vendor employees (POD specialists) in daily operations through constant support and coaching throughout the day听

• Deliver morning and logout huddles听听

• Execute chat shadowing case monitoring and listening to all call transcripts and provide coaching, live swarming and support听

• Drive best-in-class case hygiene and case management for the team听

• MRT & Backlog management of assigned POD group听

• Deliver weekly performance data to stakeholders听

• Grow relationships with management and collaborate as one team with Autodesk and vendor in India听

• Effectively manage escalations of your POD group听

• Communicate and collaborate effectively with your POD group and assigned Operations Manager, team lead, SME and quality lead听

• Coach, share feedbacks and drive improvements in communication, KPIs, and case management for your POD group听

• Deliver difficult messages effectively听

• Lead engagement within your POD Team听

• Collaborate effectively with the other POD SMEs in your GEO and globally听

• Cover for another POD SME in backup as needed听

• Support the business for EOQ and ensure your POD Group delivers flawlessly on any month-end and quarter-end activities听听

• Document procedures and collaborate on best practices听

• Improve LIO quality for language support

• Be open and transparent and share ideas and challenges to further optimize the POD model听

• Ensure high customer & partner satisfaction by ensuring accountability and fast responsiveness of your POD group and identifying trends for efficiency听

• Analyze key metrics and initiate action plans to improve performance of your POD group听

• Maintain good working relationships and communications with POD group, vendor, GCO management, internal stakeholders and external partners and customers听

• Appreciate diverse culture and help us create greater synergies and innovations within our organization听

• Champion our Autodesk's initiatives and inspire others towards its goals听

• Speak your mind and contribute ideas听

• Exemplify our Autodesk values

• POD SME Support Targets: POD Support to achieve all Client Services KPIs听

• Case Closure target : 10 cases, CSAT: 90%, FCR: 94%, CSCI: 92%, Live Support Adherence: 85%, timely Seismic Lesson completion: 85%听

Minimum Qualifications听

• Fluent in English, and other APAC languages(Japanese, Korean, Chinese) an advantage 听听

• Initiative to identify trends and lead corrective/preventative actions听

• Digital fluency, using social media for communication听

• Service-oriented mindset with a focus on customer experience听

• To meet customer service performance measures听

• Influence to engage others towards shared goals听

• Flexibility to adjust schedule as per business needs听

• Clear IDP and commitment to building and growing your career听

Preferred Qualifications听

• Degree in Business, Supply Chain, Logistics Management, or equivalent听

• Minimum 5 years of customer service experience听

• Work experience in SAP sales order management, Siebel, and preferred.听

• May require working on country bank holidays and take off on bank holidays in India instead听

• Available to travel to India for several weeks a year according to business needs听

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About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software 鈥� 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 鈥� our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you鈥檙e an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

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Salary is one part of Autodesk鈥檚 competitive compensation package. Offers are based on the candidate鈥檚 experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

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