Senior Program Manager, Customer Experience

$114,700 - $185,570/Yr

Autodesk - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Publishing Industries

About the position

The position is focused on leading the Voice of the Customer (VOC) initiatives and user research frameworks to enhance customer experience and drive strategic decisions. The role requires a strategic leader who can manage multiple high-stakes projects, collaborate with cross-functional teams, and utilize data-driven insights to influence change and growth within the organization.

Responsibilities

• Oversee end-to-end delivery and stakeholder coordination to ensure initiatives are completed on schedule and within scope.
• Develop and implement strategies for the global Voice of the Customer (VOC) and user research frameworks, including multiple programs.
• Continuously refine processes to track initiatives, highlight risks, and meet user needs.
• Proactively manage conflicting priorities, cross-team dependencies, and key decision-making processes.
• Lead the global VOC Council, optimizing customer feedback capture across various channels.
• Analyze and synthesize qualitative and quantitative data using tools like Looker and Power BI to identify trends and provide actionable recommendations.
• Continuously audit and enhance the listening post ecosystem in collaboration with international VOC councils.
• Lead cross-functional programs to improve global customer experiences and drive innovation, ensuring alignment and execution of VOC initiatives.
• Develop communication strategies to elevate awareness of customer insights across the organization.
• Identify, prioritize, and collaborate with team members and cross-functional managers to launch or evolve VOC programs.
• Oversee and enhance existing dashboards.
• Deliver quarterly reports, working across the council, leadership, and supporting teams.
• Lead the global Product Feedback Program, ensuring customer requirements are captured and funneled to R&D.
• Ensure program health by meeting SLAs, running data audits, and maintaining high-quality data input.
• Hold stakeholders accountable, ensuring buy-in from senior leadership to customer-facing teams.
• Keep a close pulse on program health and evolve the program as needed.

Requirements

• 8+ years of relevant work experience.
• Passionate about the customer, with a strong drive for customer-centric change and growth.
• Self-motivated, thriving in a fast-paced, collaborative team environment.
• Excellent listening skills, with the ability to extract and reflect insights.
• Hands-on, proactive approach with excellent project management skills for complex, cross-functional programs.
• Adept at working with diverse teams at various expertise levels.
• Strategic problem solver and reliable executor.
• Skilled in diving into unstructured data while maintaining a focus on the broader narrative.
• Familiarity with Customer Sentiment Programs (e.g., VOC, NPS, Feature Requests) and/or the construction or AEC industry.
• Ability to shape actionable insights from diverse data sources.
• Proficient in creating presentation-level content.
• Exceptional decision-making and organizational skills.
• Proficient with Microsoft Office Suite and project management tools, particularly Outlook, Excel, PowerPoint, Asana, AirTable, etc.
• BA/S or equivalent work experience.
• Excellent written and verbal communication skills in English.
• Effective analytical and problem-solving skills.
• Ability to self-direct, prioritize workload, and manage multiple projects.
• Proven experience in Program/Project Management.

Nice-to-haves

• Experience leveraging data visualization tools to tell compelling stories.
• Background in Customer Service/Success, Support, and/or Customer Experience.
• Proficiency with tools such as Qualtrics, Pendo, Looker, PowerBI, Salesforce, etc.; project management tools.
• Expertise in industry-specific tools, methodologies, processes, and technologies.

Benefits

• Health and financial benefits
• Time away and everyday wellness
• Annual cash bonuses
• Stock grants
• Comprehensive benefits package