Senior Manager, Panel Relations

Nielsen; Región Centro; Híbrido; MXN 1.500.000 - 2.100.000; Jornada completa

Descripción de la vacante

Nielsen seeks a Senior Manager, Panel Relations to lead the BU’s operations, own budget, and drive a strategic roadmap with AI-enabled workflows. You will manage a senior team, shape capacity models, and ensure top-tier SLA delivery across multiple teams.

You'll partner with leadership to optimize performance, implement data-driven metrics, and mentor managers, balancing on-site and remote work in a hybrid setup within Mexico's Centro region.

Formación

• 3 to 5 years of direct supervisory or management experience.
• Proven ability to build and scale operating performance and accountability.
• In-depth knowledge of contact center operations, capacity planning, and data-driven metrics.
• Tech-savvy with AI tools to improve productivity and data analysis.
• Advanced English (written and spoken) for executive reporting and global collaboration.
• Ability to work a hybrid schedule (3 days on-site / 2 days remote).

Responsabilidades

• Define long-term operational roadmap for the BU.
• Design and implement a robust business performance framework.
• Evaluate, implement, and leverage AI tools to automate tasks.
• Own the annual budget and forecast expenditures.
• Mentor and develop team leads and managers.
• Oversee multi-team delivery and optimize resources.
• Provide strategic updates to senior leadership and external partners.

Conocimientos

Strategic leadership

Budgeting

People development

English fluency

Hybrid work

Herramientas

AI tools

Descripción del empleo

Company Description

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.

Company Description

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

About the Role

We are seeking a strategic, visionary, and tech-forward Senior Manager, Panel Relations to lead our entire Business Unit operations. In this role, you will hold full operational and financial accountability for the BU, defining the strategic roadmap, owning the annual budget, and designing workforce capacity models. A critical focus will be leveraging AI tools to optimize operational workflows, while simultaneously designing, strengthening, and executing a robust performance framework across the business. Managing an advanced team of team leads and managers, you will blend high-level strategic planning with advanced tools to drive accountability, elevate team output, and ensure top-tier quality standards and SLA delivery.

What You Will Do

• Strategic Leadership: Define the long-term operational roadmap for the BU to align with global corporate growth.
• Performance Framework: Design, strengthen, and implement a robust business performance framework to drive accountability and continuous evaluation across all levels.
• AI & Workflow Innovation: Evaluate, implement, and leverage AI tools to automate routine tasks, analyze panel metrics, and drive operational efficiency.
• Budget & Capacity Planning: Own the annual budget, forecast expenditures, and design data-driven capacity models to balance workload shifts.
• People Development: Mentor, coach, and develop team leads and managers, establishing clear career progression and alignment with core business KPIs.
• Operational Execution: Oversee multi-team delivery, set daily priorities, optimize resources, and resolve operational bottlenecks.
• Stakeholder Management: Serve as the subject matter expert and deliver strategic updates to senior leadership, external vendors, and regulators.

Qualifications

• 3 to 5 years of direct supervisory or management experience, with proven experience managing department budgets and scaling resources.
• Demonstrated success in building, expanding, or strengthening operational performance and accountability frameworks.
• In-depth conceptual knowledge of contact center operations, capacity planning methodologies, and data-driven performance metrics.
• Tech-savvy approach with experience or a strong aptitude for adopting and leveraging AI tools to improve team productivity and data analysis.
• Advanced / Fluent English (written and spoken) for executive-level reporting and global collaboration.
• Ability to work a hybrid schedule (3 days on-site / 2 days remote).

Additional Information

Nielsen is committed to maintaining a work environment free from any form of discrimination and harassment. Nielsen prohibits conduct that has the purpose or effect of interfering with terms or conditions of employment, or that creates an intimidating, hostile, or offensive work environment based on: race, skin color/national or ethnic origin/ancestry, religion/creed, physical or mental disability/medical condition/genetic information, pregnancy, marital status, sex/gender, gender identity/gender expression/sexual orientation, age, or any other characteristic protected by applicable law.

At Nielsen, we promote equal opportunities for all individuals and value a diverse and inclusive workplace.