Delivery Specialist- Customer Support

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.

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.

About the Job

We are looking for a strategic, high-energy Delivery Manager to lead our most critical Customer Experience (CX) transformations. The Delivery Manager is a dual-purpose role, serving as a 50/50 hybrid between a high-performing Scrum Master and a Delivery Manager. In this capacity, you will work directly with our 3rd-party development teams to facilitate their ceremonies and manage their output, while simultaneously serving as a core Nielsen leader who partners with our Senior Product Owner and Program Manager. You are the operational guardian of the project, ensuring that every technical task translated to the vendor is rooted in the voice of the client and aligned with Nielsen’s standards for excellence. This is a role for a leader who values innovation through execution and has the ability to enact change in high stakes, fast-paced environments. 

Responsibilities

• Manage the full delivery lifecycle of CX initiatives, ensuring all technical and operational milestones are met within the agreed-upon timeline and budget.

• Act as the Scrum Master for the CoE delivery team and 3rd party vendor development teams, facilitating ceremonies (Daily Stand-ups, Sprint Planning, Retrospectives) while removing blockers and shielding the team from distractions.

• Serve as the primary point of contact for external technology partners, managing professional communications, contract adherence, and service-level agreements (SLAs).

• Maintain real-time transparency into project health, tracking velocity, budget burn rates, and risk logs to provide executive-level updates.

• Continuously refine the CoE’s delivery framework to improve throughput and ensure the seamless integration of new tools into the global support workflow.

• Identify and mitigate blockers, risks, issues, and dependencies that may impact project delivery and escalate to the appropriate stakeholders.

• Coordinate the creation of release management documentation, follow change management procedures, and review post-deployment KPIs

• Act as the vital link between external developers and the internal PO/PM. You will interpret the "voice of the client" and ensure it remains the primary driver of the technical implementation.

• 3-5 years of experience in a hybrid Delivery Manager, Technical Project Manager, or Senior Scrum Master role within a CX or SaaS environment.
• PMP, CSM (Certified Scrum Master), or similar certifications demonstrating a mastery of both Agile and traditional Project Management methodologies.
• Proven track record of managing 3rd-party vendors and consultants through complex, multi-phase technical deployments.
• Exceptional verbal and written communication skills, with a demonstrated ability to translate technical progress into value-based narratives for non-technical stakeholders.
• High level of comfort with project management and collaboration tools such as Jira, Azure DevOps, Confluence, Smartsheets, and Slack.
• Proven ability to balance the "servant-leader" mindset of a Scrum Master with the "accountability-first" mindset of a Project Manager
• Experience with backend processing systems, system integration and data exchanges
• Demonstrated ability to lead across many cross-functional teams, effectively managing multiple competing initiatives
• Experience with Salesforce
• Experience with Zendesk

Working Style: 

• Strong task oriented working style
• Ability to think and react quickly; some communications are high priority with tight deadlines
• Highly collaborative professional who thrives in complex, high-stakes landscapes
• Build working relationships inside and outside the organization
• Work independently on a small team with a tremendous amount of responsibility
• Work in a dynamic environment where new projects and pop-up often
• Ability to navigate ambiguity and evolving dynamics with a structured approach
• Proactive and independence working style to initiate and drive proactive full project initiatives
• Strong project management skills to manage cross functional teams
• Energetic, passionate, with an appetite to grow
• Strong time management skills
• Able to listen and quickly distill a situation to recommend a course of action in driving project deliverables
• Strong persuasion, interpersonal and presentation skills
• Comfortable working in autonomous, self-directed environments

 

 

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