POD (Point of Delivery) Subject Matter Expert

Job Requisition ID #

25WD91481

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 goalsfast 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 shiftto 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 feedback 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

Analyse 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

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

Preferred 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

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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.

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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!

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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.

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Skills Required

Siebel, Sales Order Management, Sap