Senior Product Manager - Digital Channels

Role Overview: You will be a Senior Product Manager reporting to the Group Product Manager of the Customer Support domain within the Enterprise Systems & Experience (ESE) organization. Your main responsibility will be to drive the vision and strategy for enabling live engagement channels such as Chat, Schedule a Call, and Messaging Apps to enhance rep/agent productivity, improve efficiency, and customer satisfaction. You will work closely with engineering to deliver roadmap commitments and develop rolling 12-month roadmaps aligned with goals to drive impact for Autodesks Go to Market teams. Additionally, you will lead through uncertainty by proactively managing risks, partners, and guiding the team towards the defined vision. Key Responsibilities: - Drive vision and strategy for live engagement channels to enhance productivity and customer satisfaction - Partner with engineering to deliver roadmap commitments and define comprehensive PRDs & success metrics - Develop rolling 12-month roadmaps aligned with goals and prioritize impactful problems - Define OKRs with measurement methodology, baseline, and targets by quarter - Lead through uncertainty by proactively managing risks, partners, and guiding the team - Ensure understanding and strategic partnership through regular interlocks, 1:1s, and stakeholder management best practices Qualification Required: - 8+ years of experience in product management - 8+ years of experience in driving strategy and implementation of digital channel engagements - 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 - 4+ years of experience managing Digital Channels/Omnichannel engagement roadmaps for customer success - Excellent spoken and written communication skills with an ability to simplify and persuade for various audiences - Exceptional planning, facilitation, dependency management, risk management & analysis skills - BS Degree in Computer Science, IT, Engineering, Mathematics, or equivalent Additional Details: Autodesk is a company that takes pride in its culture and values. The Culture Code is at the core of everything they do, helping employees thrive and realize their potential. The company promotes a culture of belonging and equity in the workplace. Autodeskers are encouraged to be their authentic selves and contribute to building a better future for all. Note: Salary and benefits packages at Autodesk are competitive and based on experience and location. The company emphasizes diversity and belonging in its workplace culture. Learn more about Autodesk and its culture here: https://www.autodesk.com/company/diversity-and-belonging,