Senior Manager, Support Operations

Job Requisition ID # 26WD101648 Position Overview At 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. Responsibilities 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 Minimum Qualifications 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 Preferred Qualifications Experience managing global or distributed customer support teams, including third-party vendors or outsourced support operations Experience leading operational transformations, process optimization, or change management initiatives Familiarity with Agile methodologies, SaaS delivery models, and subscription lifecycle support Experience developing operational dashboards, reporting frameworks, and performance improvement plans Understanding of customer experience metrics, including CSAT, CES, service levels, and resolution performance Demonstrated ability to manage complex initiatives, balance competing priorities, and deliver results in a fast-paced environment Strong stakeholder management skills, including the ability to influence without direct authority Experience supporting education technology, academic institutions, or large-scale customer communities A continuous improvement mindset with an interest in leveraging automation, emerging technologies, and innovative approaches to improve support operations About Autodesk Welcome 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! Benefits From 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 Salary transparency Salary 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 Opportunity At 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. Belonging We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: In-Person Onboarding and Identity Verification This role may require in-person onboarding and/or in-person ID verification. #J-18808-Ljbffr