Senior Program Manager, Customer Experience - Autodesk
San Francisco, CA
About the Job
Job Requisition ID #24WD82487Position OverviewAre you a strategic, results-driven leader with a passion for amplifying the voice of the customer to drive meaningful change and customer-centric growth? Do you excel in crafting compelling, data-driven narratives that reflect customer insights and drive strategic decisions?About You: You are deeply committed to enhancing the customer experience and believe in continuous improvement to drive success
You excel at managing multiple high-stakes projects in a collaborative, dynamic environment, working seamlessly with a passionate, remote team
You are highly process-oriented, efficient, and possess exceptional attention to detail
You thrive in a fast-paced setting while juggling diverse responsibilities
Your adaptability allows you to evolve with the business, and you possess strong cross-functional leadership skills, including the ability to influence without authority.What We Promise: You will never be bored
You will face new challenges regularly, and your hard work will be acknowledged and rewarded
Your suggestions will be valued, and your voice will make a difference.ResponsibilitiesProgram ManagementOversee end-to-end delivery and stakeholder coordination to ensure initiatives are completed on schedule and within scopeDevelop and implement strategies for the global Voice of the Customer (VOC) and user research frameworks, including multiple programsContinuously refine processes to track initiatives, highlight risks, and meet user needsProactively manage conflicting priorities, cross-team dependencies, and key decision-making processesUser Research / Voice of the CustomerLead our global VOC Council, optimizing customer feedback capture across various channelsAnalyze and synthesize qualitative and quantitative data using tools like Looker and Power BI to identify trends and provide actionable recommendationsContinuously audit and enhance the listening post ecosystem in collaboration with international VOC councilsLead cross-functional programs to improve global customer experiences and drive innovation, ensuring alignment and execution of VOC initiativesDevelop communication strategies to elevate awareness of customer insights across the organizationIdentify, prioritize, and collaborate with team members and cross-functional managers to launch or evolve VOC programsOversee and enhance existing dashboardsDeliver quarterly reports, working across the council, leadership, and supporting teamsProduct Feedback ProgramLead the global Product Feedback Program, ensuring customer requirements are captured and funneled to R&DEnsure program health by meeting SLAs, running data audits, and maintaining high-quality data inputHold stakeholders accountable, ensuring buy-in from senior leadership to customer-facing teamsKeep a close pulse on program health and evolve the program as neededOversee and enhance existing dashboardsMinimum Requirements8+ years of relevant work experiencePassionate about the customer, with a strong drive for customer-centric change and growthSelf-motivated, thriving in a fast-paced, collaborative team environmentExcellent listening skills, with the ability to extract and reflect insightsHands-on, proactive approach with excellent project management skills for complex, cross-functional programsAdept at working with diverse teams at various expertise levelsStrategic problem solver and reliable executorSkilled in diving into unstructured data while maintaining a focus on the broader narrativeFamiliarity with Customer Sentiment Programs (e.g., VOC, NPS, Feature Requests) and/or the construction or AEC industryAbility to shape actionable insights from diverse data sourcesProficient in creating presentation-level contentExceptional decision-making and organizational skillsProficient with Microsoft Office Suite and project management tools, particularly Outlook, Excel, PowerPoint, Asana, AirTable, etc.BA/S or equivalent work experienceExcellent written and verbal communication skills in EnglishEffective analytical and problem-solving skillsAbility to self-direct, prioritize workload, and manage multiple projectsProven experience in Program/Project ManagementWillingness to travel up to 10%Preferred QualificationsExperience leveraging data visualization tools to tell compelling storiesBackground in Customer Service/Success, Support, and/or Customer ExperienceProficiency with tools such as Qualtrics, Pendo, Looker, PowerBI, Salesforce, etc.; project management toolsExpertise in industry-specific tools, methodologies, processes, and technologies#LI-SV1Learn 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 – 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’re 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!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 Salary transparencySalary is one part of Autodesk’s competitive compensation package
For U.S.-based roles, we expect a starting base salary between $114,700 and $185,570
Offers are based on the candidate’s experience and geographic location, and may exceed this range
In addition to base salaries, we also have a significant emphasis on 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.Diversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive
Learn more here: Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).SummaryLocation: San Francisco, CA, USA; Boston, MA, USA; Atlanta, GA, USA; Denver, CO, USA; Portland, OR, USAType: Full time
You excel at managing multiple high-stakes projects in a collaborative, dynamic environment, working seamlessly with a passionate, remote team
You are highly process-oriented, efficient, and possess exceptional attention to detail
You thrive in a fast-paced setting while juggling diverse responsibilities
Your adaptability allows you to evolve with the business, and you possess strong cross-functional leadership skills, including the ability to influence without authority.What We Promise: You will never be bored
You will face new challenges regularly, and your hard work will be acknowledged and rewarded
Your suggestions will be valued, and your voice will make a difference.ResponsibilitiesProgram ManagementOversee end-to-end delivery and stakeholder coordination to ensure initiatives are completed on schedule and within scopeDevelop and implement strategies for the global Voice of the Customer (VOC) and user research frameworks, including multiple programsContinuously refine processes to track initiatives, highlight risks, and meet user needsProactively manage conflicting priorities, cross-team dependencies, and key decision-making processesUser Research / Voice of the CustomerLead our global VOC Council, optimizing customer feedback capture across various channelsAnalyze and synthesize qualitative and quantitative data using tools like Looker and Power BI to identify trends and provide actionable recommendationsContinuously audit and enhance the listening post ecosystem in collaboration with international VOC councilsLead cross-functional programs to improve global customer experiences and drive innovation, ensuring alignment and execution of VOC initiativesDevelop communication strategies to elevate awareness of customer insights across the organizationIdentify, prioritize, and collaborate with team members and cross-functional managers to launch or evolve VOC programsOversee and enhance existing dashboardsDeliver quarterly reports, working across the council, leadership, and supporting teamsProduct Feedback ProgramLead the global Product Feedback Program, ensuring customer requirements are captured and funneled to R&DEnsure program health by meeting SLAs, running data audits, and maintaining high-quality data inputHold stakeholders accountable, ensuring buy-in from senior leadership to customer-facing teamsKeep a close pulse on program health and evolve the program as neededOversee and enhance existing dashboardsMinimum Requirements8+ years of relevant work experiencePassionate about the customer, with a strong drive for customer-centric change and growthSelf-motivated, thriving in a fast-paced, collaborative team environmentExcellent listening skills, with the ability to extract and reflect insightsHands-on, proactive approach with excellent project management skills for complex, cross-functional programsAdept at working with diverse teams at various expertise levelsStrategic problem solver and reliable executorSkilled in diving into unstructured data while maintaining a focus on the broader narrativeFamiliarity with Customer Sentiment Programs (e.g., VOC, NPS, Feature Requests) and/or the construction or AEC industryAbility to shape actionable insights from diverse data sourcesProficient in creating presentation-level contentExceptional decision-making and organizational skillsProficient with Microsoft Office Suite and project management tools, particularly Outlook, Excel, PowerPoint, Asana, AirTable, etc.BA/S or equivalent work experienceExcellent written and verbal communication skills in EnglishEffective analytical and problem-solving skillsAbility to self-direct, prioritize workload, and manage multiple projectsProven experience in Program/Project ManagementWillingness to travel up to 10%Preferred QualificationsExperience leveraging data visualization tools to tell compelling storiesBackground in Customer Service/Success, Support, and/or Customer ExperienceProficiency with tools such as Qualtrics, Pendo, Looker, PowerBI, Salesforce, etc.; project management toolsExpertise in industry-specific tools, methodologies, processes, and technologies#LI-SV1Learn 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 – 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’re 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!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 Salary transparencySalary is one part of Autodesk’s competitive compensation package
For U.S.-based roles, we expect a starting base salary between $114,700 and $185,570
Offers are based on the candidate’s experience and geographic location, and may exceed this range
In addition to base salaries, we also have a significant emphasis on 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.Diversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive
Learn more here: Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).SummaryLocation: San Francisco, CA, USA; Boston, MA, USA; Atlanta, GA, USA; Denver, CO, USA; Portland, OR, USAType: Full time
Source : Autodesk
