Senior Product Manager - Digital Channels

24WD83875

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

 
#LI-AK1

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 – 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!

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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).