Senior Program Manager, Customer Experience

$114,700 - $185,570/Yr

Autodesk - Portland, OR

Full-time - Senior

Portland, OR

Publishing Industries

About the position

The Senior Program Manager, Customer Experience at Autodesk is a strategic role focused on enhancing customer experiences through effective program management and user research. This position involves leading initiatives that amplify the voice of the customer, driving customer-centric growth, and ensuring the successful delivery of projects in a collaborative environment. The role requires a strong commitment to continuous improvement and the ability to manage multiple high-stakes projects while working with cross-functional teams.

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
• Oversee and enhance existing dashboards

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
• Willingness to travel up to 10%

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