Job Requisition ID #
Position Overview
This is a Product Management role reporting to the Group Product Manager of the Customer Support domain within the Enterprise Systems & Experience (ESE) organization.
The Digital Channels product group’s mission is to enable Go to Market teams in driving outcomes, via seamless customer interactions and experiences at scale, powered by AI and automation.
Autodesk is seeking a Senior Product Manager with experience in enabling digital channel/ customer engagement modalities for sales, customer success and support flows.
Responsibilities
Drive the vision and strategy for enabling live engagement channels such as Chat, Schedule a Call, and Messaging Apps, enhancing rep/agent productivity, improving overall efficiency and customer satisfaction
Partner closely with engineering and drive the delivery of roadmap commitments, being responsible for landing impact
Define and publish rolling 12-month roadmaps for your product group aligned to our goals, prioritizing the most important problems that will drive the biggest impact for Autodesk’s Go to Market teams
Develop and define comprehensive PRDs & success metrics
Define OKRs including the measurement methodology, baseline, and targets by quarter, supported by a high confidence roadmap
committed to business impact
Lead through uncertainty with proactive anticipation and mitigation of risks, managing partners, and guiding the team towards vision that you've defined
Ensure understanding and strategic partnership through regular interlocks, 1:1s and stakeholder management best practices
Minimum Qualifications
8+ years of experience in product management
8+ years of experience driving strategy, vision, and implementation of digital channel engagements partnering with enterprise architects, engineering, and multiple stakeholders (business, legal, compliance)
Experience in deploying communication channels/ omnichannel strategies for Contact Center as a Service
Experience in integrating digital channels with Salesforce service cloud/ Service cloud voice, SFDC consoles
Overall 4+ years of experience managing Digital Channels/ Omnichannel engagement roadmaps for customer success
Excellent spoken and written communication skills with an ability to state things simply and persuasively for a variety of audiences - internal, external, business, and technical
Exceptional planning, facilitation, dependency management, risk management & analysis skills
BS Degree in Computer Science, IT, Engineering, Mathematics or equivalent
Preferred Qualifications
MS Degree in Computer Science, Engineering, Mathematics, Physics or equivalent
Experience working with geographically diverse teams and remote employees a plus
Technical fluency; understanding and discussing architectural concepts, scheduling tradeoffs, and new opportunities with technical team members
You take risks and can make quick decisions
You can take vague requirements, clarify, and drive them to execution
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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.
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!
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