Senior Director Business Strategy & Excellence

About Autodesk

Autodesk is a leader in 3D design, engineering, and entertainment software.

Job Summary

The Senior Director, Business Strategy & Excellence for Customer Success is a transformative leader, accountable for driving operational excellence, and organizational agility at global scale. Reporting to the Chief Customer Officer, this role shapes and executes strategic initiatives that deliver measurable improvements in efficiency, customer experience, and business performance.

Key Responsibilities

• Global Customer Success strategy, including Business Excellence Strategy, ensuring alignment with organizational goals and future market needs.
• Manage resource allocation and budget planning for excellence initiatives.
• Ensure robust governance for strategic initiatives and monitor progress against defined outcomes.
• Lead data, analytics and insights for CS, leveraging technology to enable impactful and informed decision-making, enhance program delivery, and support change management towards a data-driven organization.
• Establish and monitor KPIs, success metrics, and continuous improvement frameworks.
• Champion operational best practices, process and capability optimization and standardization across regions and functions.
• Change Management practice, leading transformational programs that drive customer satisfaction, scalability, and data-driven decision-making.
• Standardize and streamline Readiness services across all CS organizations and Geos.
• Serve as a trusted advisor and proxy to the Chief Customer Officer, representing Customer Success in executive forums and key discussions.
• Lead, engage, and motivate the Business Excellence team, driving high performance in accordance with One Orbit values.
• Act as a thought leader, influencing organizational direction and fostering global collaboration.

Requirements

• 10+ years of experience in Customer Success, Business Operations, Strategy, or related functions within global, matrixed organizations.
• 8–10 years of senior leadership experience, including responsibility for multi-disciplinary teams.