Program Manager- Mumbai/Bangalore

5 days ago

Mumbai, India The Nielsen Company Full time
At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future. 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 programsthat 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.

REQUIREMENTS

Minimum of 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 (, 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 ( 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.

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