Jeff MacMillan is Vice President of Customer Experience Strategy & Operations at Sophos, where he leads global teams spanning Voice of the Customer, Customer Success Operations, Support Operations, Digital Customer Success, and Renewals Operations. His work focuses on using data, automation, and AI to transform customer experience while improving operational scale and business outcomes. Previously, Jeff spent 14 years at Autodesk in senior leadership roles across pricing, monetization, and business model strategy, helping lead the company’s transition from perpetual licensing to subscription and cloud. Earlier in his career, he worked in strategy consulting at Accenture and engineering at Intel. Jeff holds an MBA from The Fuqua School of Business at Duke University and a bachelor’s degree in engineering from the University of Illinois.