Title:

Client Operations Director

Location:

Northwood, OH or Warren, NJ

Business Description:

Through proprietary global panels and research products and services, Lightspeed Research delivers valuable data to help businesses make informed decisions.

We have significantly grown since we were incorporated in May 2000. Our progress presents new and exciting opportunities – requiring creativity, new technologies, thought leadership, and operational excellence.

Lightspeed Research is part of the Kantar Group, one of the world’s largest research, insight and consultancy networks and the research arm of WPP — the world leader in communications services. We have offices around the globe offering a wide range of career opportunities.

Job Summary:

Primarily responsible for managing a Client Operations team of up to 30 staff supporting a key client. Expected to maintain a strong communication bridge with other Client Operations teams, as well as Business Development, Panel Operations, Finance and Technology groups. This position reports to the Vice President, Client Operations.

Roles/Responsibilities:

Responsible for managing Client Operations team supporting large, key client:

• Overseeing Client Operations staff in execution of client projects to ensure that all work meets Lightspeed quality standards and client timelines.
• Developing and enhancing processes and procedures for the team that will result in effective and efficient survey operations.
• Evaluating quality assurance procedures and incorporating those procedures into all aspects of project execution.
• Communicating with clients to resolve issues as they arise, while maintaining excellent relationships with client.
• Maintaining strong relationships with all vendors.
• Supporting the Lightspeed sales staff in assessing feasibility and resources for client surveys.
• Effectively delegating assignments to direct reports, and providing feedback and coaching to promote growth, development and future advancement.
• Working with VP, Client Operations to assess staffing needs – both internal and external – to deliver against budgeted growth in sales.
• Participating in regularly scheduled client review meetings to assess past performance and future goals.
• Facilitating adoption of new software and tools within the team.

Minimum Qualifications

• 7+ years experience in Market Research.
• Management experience within Operations.
• Experience with online Market Research.
• Bachelor’s Degree

Additional Qualifications

• Excellent communication skills – both oral and written.
• Demonstrate leadership to facilitate strong relationships between team managers and client.
• Capable of balancing need for quality and value with need for responsiveness and proficiency in a fast-paced environment.
• Able to manage multiple team and client initiatives, in addition to providing timely support on project escalation.
• Experience in designing and executing processes to ensure timeliness and successful execution of project deliverables.
• Management style that fosters team building and collaboration between both on-site and off-site Client Operations teams.
• Emphasize a positive attitude, flexibility and tactical solutions with focus on building trust and value with client.
• Strong analytical skills geared towards developing strategies to improve and streamline existing processes, and create efficient processes that are mutually beneficial for the team and for client.

Contact:

If you are interested in this position, please contact us at Robert.Schwartz@Kantar.com

Lightspeed Research is an equal opportunity employer