Program Manager

Company Description
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it's consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description
As a Customer and Partner focused organisation, Gracenote puts the customer at the heart of our strategy and brings cross-functional teams together to ensure consistently high customer engagement and satisfaction. We are actively searching for an experienced
Program Manager
to focus on
Customer & Partner Experience
(CPX) operational transformation and efficiency in support of our continued effort to scale and further advance our customers' and partners' experience.

As a Program Manager, you will lead complex, multi-disciplinary projects from start to finish — working with stakeholders to independently define and plan requirements, manage project schedules, identify risks, manage mitigation plans, and communicate clearly across the company. By joining our team you will have the opportunity to work on high-visibility projects and processes, establishing and maintaining customer lifecycle and health programs that ensure outstanding customer experiences and satisfaction.

Responsibilities

• Lead and manage cross-functional teams across the CPX organisation to deliver complex projects on time and within budget.
• Develop and maintain comprehensive project plans, including timelines, milestones, resource allocation, and risk mitigation strategies.
• Facilitate effective communication and collaboration among diverse stakeholders, fostering a culture of ownership and accountability.
• Monitor project progress, identify and proactively address roadblocks, and implement corrective actions as needed.
• Track and report on key project metrics and KPIs to measure success and identify areas for improvement.
• Identify opportunities to streamline processes and enhance efficiency across touchpoints within and outside the CPX organisation.
• Collaborate with leadership to define project goals, ensure alignment with overall strategy, and secure necessary resources.
• Stay up-to-date on industry best practices in Customer Experience management.

Qualifications

• 7-10 years overall experience in business operations, CX, CX Operations, or related experience working with or within GTM teams.
• At least 4 years of proven success leading and managing complex projects from inception to completion, in a global environment.
• Bachelor's Degree or higher in Business Administration, Information Systems, Computer Science, or a related field.

• BONUS POINTS:

• Experience working within the B2B technology industry;

• Familiarity with customer experience best practices and methodologies (e.g., Customer Journey Mapping, Net Promoter Score).

KEY COMPETENCIES

• Ability to collect, harmonise and evaluate business requirements without prior exposure to systems and processes.
• Proficient in project management tools (e.g. Smartsheet, AirTable, Jira).
• Proficient in visualisation and dynamic reporting tools.
• Very strong oral and written communication skills, and ability to develop effective relationships with other stakeholders

Additional Information
Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.