Director, Client Success & Operations

Ipsos; Culver City (CA); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

Healthcare plans

Generous PTO

Flexible workplace policy

Job summary

Ipsos is seeking a Director, Client Success to lead and coordinate technical projects for the Communities and Custom Panel team in Culver City. You will manage client communications, documentation, SOP updates, and end-to-end project financials, ensuring on-time delivery and scalable processes.

The role requires 6+ years in marketing research operations with strong problem-solving, process improvement, and ability to collaborate with vendors and internal teams in a fast-paced environment.

Qualifications

• 6+ years of marketing research operations experience with a focus on project management and Client Success.
• Proven ability to pinpoint issues (quality control, timeline slippage, scope) and manage competing priorities.
• Process management and improvement experience.
• Proven expertise with standard research deliverable outputs (data tables, toplines, decks).
• Proven expertise with standard research inputs (questionnaire design, coding specs & tab plans, sample plan & quotas).

Responsibilities

• Leading client communications around project and status updates including timelines for launch, recruitment updates, completes, etc.
• Owning development of all client facing documentation and updating of SOPs
• Manage project financials from end-to-end, including generating order forms, tracking budget allocations, updating internal quoting systems, and the invoicing.
• Oversee recruitment strategy, liaising with external vendors to source quotes for specialized audiences and scaling recurring participant needs.
• Lead cross-functional operational alignment, constructing agendas and driving weekly status meetings across client teams, internal operations, and specialized technical/dashboard partners.
• Maintain operational integrity by managing project decision logs, updating canonical documentation, and refining SOPs for evolving client workflows.
• Responsible for finding and recommending operational solutions and/or cost-saving opportunities to address specific client objectives
• Have strong written and oral communication skills, able to effectively articulate project details, issues and resolutions with clients and internal stakeholders at all levels in the organization
• Showcase proactive tendencies, continuously looking for ways to add and create value
• Display critical thinking and analytic skills
• Possess high attention to detail, thrive in a fast-paced environment and be inquisitive

Skills

Client Success

Project Management

Marketing Research

Communication

Process Improvement

Job description

Ipsos is seeking a Director, Client Success to lead and coordinate technical projects for the Communities and Custom Panel team in Culver City. You will manage client communications, documentation, SOP updates, and end-to-end project financials, ensuring on-time delivery and scalable processes.

The role requires 6+ years in marketing research operations with strong problem-solving, process improvement, and ability to collaborate with vendors and internal teams in a fast-paced environment.