Pod (point Of Delivery) Subject Matter Expert

Job Requisition ID 25WD91483 Position Overview As part of our One Team - One Goal 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 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 Reporting to a Client Services Manager you will be attached to our Banglaore office with a hybrid-remote work policy Work Schedule Monday to Friday 9 hours possible to work early night shift POD SMEs ensure business continuity and work towards the following goals 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 Work Schedule Flexible to work 5 days a week 9 hours per day possible to work 24 7 early night shift to manage the resources supporting AMER EMEA or APAC Responsibilities Support assigned vendor employees POD specialists in daily operations through constant support and coaching throughout the day Deliver morning and logout huddles Execute chat shadowing case monitoring and listening to all call transcripts and provide coaching live swarming and support Drive best-in-class case hygiene and case management for the team MRT Backlog management of assigned POD group Deliver weekly performance data to stakeholders Grow relationships with management and collaborate as one team with Autodesk and vendor in India Effectively manage escalations of your POD group Communicate and collaborate effectively with your POD group and assigned Operations Manager team lead SME and quality lead Coach share feedbacks and drive improvements in communication KPIs and case management for your POD group Deliver difficult messages effectively Lead engagement within your POD Team Collaborate effectively with the other POD SMEs in your GEO and globally Cover for another POD SME in backup as needed Support the business for EOQ and ensure your POD Group delivers flawlessly on any month-end and quarter-end activities Document procedures and collaborate on best practices Improve LIO quality for language support Be open and transparent and share ideas and challenges to further optimize the POD model Ensure high customer partner satisfaction by ensuring accountability and fast responsiveness of your POD group and identifying trends for efficiency Analyze key metrics and initiate action plans to improve performance of your POD group Maintain good working relationships and communications with POD group vendor GCO management internal stakeholders and external partners and customers Appreciate diverse culture and help us create greater synergies and innovations within our organization Champion our Autodesk s initiatives and inspire others towards its goals Speak your mind and contribute ideas Exemplify our Autodesk values POD SME Support Targets POD Support to achieve all Client Services KPIs Case Closure target 10 cases CSAT 90 FCR 94 CSCI 92 Live Support Adherence 85 timely Seismic Lesson completion 85 Minimum Qualifications Fluent in English and other APAC languages Japanese Korean Chinese an advantage Initiative to identify trends and lead corrective preventative actions Digital fluency using social media for communication Service-oriented mindset with a focus on customer experience To meet customer service performance measures Influence to engage others towards shared goals Flexibility to adjust schedule as per business needs Clear IDP and commitment to building and growing your career Preferred Qualifications Degree in Business Supply Chain Logistics Management or equivalent Minimum 5 years of customer service experience Work experience in SAP sales order management Siebel and preferred May require working on country bank holidays and take off on bank holidays in India instead Available to travel to India for several weeks a year according to business needs LI-AV1 Learn More 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 Salary transparency Salary is one part of Autodesk s competitive compensation package Offers are based on the candidate s experience and geographic location In addition to base salaries our compensation package may include annual cash bonuses commissions for sales roles stock grants and a comprehensive benefits package Sales Careers Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career Join us and help make a better more sustainable world Learn more here Diversity Belonging We take pride in cultivating a culture of belonging 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