Delivery Manager- Customer Support

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.