Senior Program Manager, Customer Success

The Nielsen Company

16h • Remote

About The Position

Nielsen Customer Experience As a part of our Customer Experience Center of Excellence team at Nielsen, you will play a critical role in improving, elevating, and maintaining high levels of customer satisfaction by acting as the connective tissue between Customer Experience, Technology, Sales, and overall Nielsen strategy. In this role you will be an architect of change. You will use cross-functional influence and change management skills to execute strategic programs that will transform our customers' journey point experiences from old ways of working to modernized, scalable CX solutions. We are looking for a strategic, high-energy Program Manager to lead our most critical Customer Experience (CX) transformations. As a member of the CX CoE, you will bridge the gap between business strategy, sales, and technical execution. Your first major mission will be overseeing the global migration from email-based support to a unified, transparent client-facing support portal. You are not just managing a timeline; you are redesigning how we interact with our customers.

Requirements

• Minimum 4-5 years of project management work experience in Customer Experience/Success, Sales, product management, communication
• Bachelor's degree
• Proven experience in a large company environment, preferably in a technical or SaaS environment.
• A deep understanding of the customer journey
• Experience with direct external facing vendor management and client communication
• Proficiency in CRM and ticketing systems, with the ability to adapt to new software quickly.
• Experience with A/B testing
• Program management certification (PMI or equivalent)
• Technical acumen with the ability to translate complex, technical topics into simple and transparent messages
• Proficiency in complex data analysis

Nice To Haves

• Existing knowledge of Nielsen products and services is a plus, with the ability to learn our in-house tools quickly

Responsibilities

• Lead the end-to-end lifecycle of large-scale programs, ensuring they deliver on the promise of increased client satisfaction and operational efficiency.
• Drive the transition from legacy processes to modernized digital interfaces, ensuring global teams are trained and aligned.
• Act as the connector between CX, Product, IT, Sales, Technology, Operations, and external 3rd-party vendors to ensure seamless solution deployment.
• Maintain program roadmaps, manage budgets, mitigate risks, and provide high-visibility status updates to executive leadership.
• Manage 3rd-party technology vendors and consultants, including RFP participation, contract adherence, and holding external partners accountable to high-quality delivery milestones and SLAs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level