Escalation Program Manager, 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.
Job Description
The Escalation Program Manager in the Customer Experience organization is responsible for developing and implementing strategies to identify and resolve global support escalations. This role involves identifying underlying systemic issues, driving prevention actions to measurably improve customer experience, and developing and managing the Escalation Program roadmap. The Lead will partner with business stakeholders and CX leadership to drive operational excellence and eliminate the need for escalations. Key duties include meticulously tracking, documenting, and analyzing the causes of escalations, as well as taking ownership of executive escalations with a focus on rapid response and root cause analysis. A core responsibility is equipping support associates with the knowledge, tools, and processes for autonomous resolution. The role also emphasizes reducing the aging of escalated cases through consistent tracking, reporting, and collaboration with internal teams to ensure timely resolution and advocate for a higher standard of customer support.
This role is responsible for:
- Escalation Management & Resolution: Lead and manage programs focused on resolving customer support escalations, identifying root causes, implementing preventative actions, and overseeing executive escalations through rapid response and comprehensive analysis.
- Operational Excellence & Process Improvement: Drive initiatives to enhance customer experience and team productivity, eliminate defects, improve efficiency, and automate processes by developing policies, streamlining workflows, and ensuring autonomous resolution by support teams.
- Data Analysis & Relationship Management: Utilize strong analytical skills to define metrics, develop reporting, and analyze escalation trends (aging, resolution times), while building and maintaining robust cross-functional relationships to ensure effective issue resolution and drive continuous improvement.
- Customer Advocacy & Global Collaboration: Serve as a CX ambassador, advocate for customer needs, foster a culture of continuous improvement, and manage relationships with internal and external stakeholders, with flexibility to accommodate global team meetings.
The ideal candidate for this job will have:
- Exceptional English communication skills, both written and verbal, with the ability to articulate complex information clearly and professionally to a global audience.
- Demonstrate high proficiency in utilizing Salesforce for case management, reporting, and workflow optimization within a customer support environment.
- Proven experience in customer support operations, specifically focusing on escalation management and resolution programs.
- Demonstrated ability to identify, track, document, and analyze the root causes of customer support escalations.
- Strong project management and analytical skills with the ability to define metrics, develop reporting (in partnership with BI), and analyze trends related to escalations (causes, aging, resolution time).
- Experience taking ownership of high-priority or executive escalations, including rapid response, communication management, and comprehensive root cause analysis.
- Ability to develop and implement preventative actions and containment plans to reduce the frequency of escalations.
- Experience in process improvement, including developing policies and procedures, streamlining workflows, and identifying opportunities for automation.
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Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
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