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Senior Program Manager, Customer Success

The Nielsen Company (US), LLC

Job Overview

Location

Remote City

Job Type

Full-time

Full Job Description

📋 Description

• Are you a strategic and high-energy Senior Program Manager with a passion for transforming customer experiences? Nielsen is seeking a dynamic individual to join our Customer Experience Center of Excellence (CX CoE) team. In this pivotal role, you will serve as the essential connective tissue, bridging the gap between Customer Experience, Technology, Sales, and the overarching Nielsen strategy. You will be an architect of change, leveraging your cross-functional influence and robust change management skills to execute strategic programs that will fundamentally transform our customers' journey point experiences, moving them from legacy ways of working to modernized, scalable, and highly effective CX solutions.
• Your primary mission will be to lead and oversee critical Customer Experience (CX) transformations on a global scale. This isn't just about managing projects; it's about redesigning the very fabric of how we interact with and support our valued clients. A significant initial undertaking will involve spearheading the global migration from traditional email-based support systems to a unified, transparent, and client-facing support portal. This initiative requires a visionary leader who can not only manage timelines but also reimagine and implement a superior customer support ecosystem.
• As a key member of the CX CoE, you will be instrumental in driving the end-to-end lifecycle of large-scale programs. Your responsibilities will encompass ensuring these programs not only meet but exceed their objectives, delivering tangible improvements in client satisfaction and driving significant operational efficiencies across the organization. You will be the driving force behind the transition from outdated, legacy processes to modern, intuitive digital interfaces, ensuring that global teams are comprehensively trained, fully aligned, and effectively onboarded to the new systems and workflows.
• Your role will demand exceptional collaboration and communication skills, acting as the central connector between diverse departments including CX, Product, IT, Sales, Technology, Operations, and external 3rd-party vendors. This intricate network requires a leader who can ensure seamless solution deployment, foster strong working relationships, and maintain alignment across all stakeholders. You will be responsible for maintaining detailed program roadmaps, meticulously managing program budgets, proactively identifying and mitigating risks, and providing high-visibility, concise status updates to executive leadership, ensuring transparency and informed decision-making.
• Furthermore, you will play a crucial role in managing our relationships with 3rd-party technology vendors and consultants. This includes leading RFP processes, ensuring strict adherence to contract terms, and holding external partners accountable for delivering high-quality milestones and meeting stringent Service Level Agreements (SLAs). Your ability to manage these external relationships effectively will be critical to the success of our transformation initiatives.
• We are looking for a candidate with a relentless work ethic and a genuine passion for transforming innovative concepts into tangible realities. You must possess the ability to articulate a compelling story about the value delivered by your programs and clearly communicate the 'why' behind the chosen solutions. Agility and quick thinking are essential, as you will often face high-priority communications with tight deadlines.
• The ideal candidate is a highly collaborative professional who thrives in complex, high-stakes environments. You will need to possess the interpersonal finesse to navigate diverse perspectives, build consensus, and align ambitious stakeholders toward a unified, strategic goal. Your ability to navigate ambiguity and evolving dynamics with a structured, methodical approach will be key to your success. A proactive, detail-oriented, and independent working style is crucial for initiating and driving full project initiatives from conception to completion.
• Strong project management skills are a prerequisite for managing cross-functional teams effectively. We seek an energetic and passionate individual with a strong appetite for professional growth and development. You should demonstrate strong task orientation and independent problem-solving capabilities, tackling challenges head-on and finding effective solutions. Excellent communication skills, both written and verbal, are paramount, particularly your ability to translate complex technical concepts into clear, understandable language for non-technical audiences. Finally, exceptional relationship-building skills are essential for developing, maintaining, and growing strategic internal and external relationships across partners and functions, fostering a collaborative and productive ecosystem.

🎯 Requirements

• Proven experience leading large-scale, cross-functional programs, particularly in customer experience, digital transformation, or technology implementation.
• Demonstrated ability to manage complex stakeholder relationships across various departments (e.g., CX, IT, Sales, Product) and with external vendors.
• Strong understanding of change management principles and experience driving adoption of new processes and technologies.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and align diverse groups towards common goals.
• Experience managing program budgets, roadmaps, risks, and vendor relationships, including RFP processes and SLA management.

🏖️ Benefits

• Opportunity to lead high-impact, global transformation initiatives.
• Collaborative and dynamic work environment within a Center of Excellence.
• Competitive salary and benefits package.
• Professional development and growth opportunities.
• Remote work flexibility.

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The Nielsen Company (US), LLC

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About The Nielsen Company (US), LLC

Nielsen Holdings plc, known as Nielsen, is a global measurement and data analytics company. It provides data on what people watch and listen to. Nielsen's data is used by media companies, advertisers, and agencies to understand audiences and make decisions. The company collects information through various methods, including surveys, set-top box data, and digital measurement tools. Nielsen operates in over 100 countries, offering insights into consumer behavior across television, radio, digital media, and emerging platforms. Their mission is to provide the most complete and unbiased view of consumers and markets worldwide.

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