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 itβs 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.
