Director, Client Success & Operations

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

Job summary

Ipsos is seeking a Director, Client Success to lead the execution and coordination of technical projects for the Communities and Custom Panel team in the United States. The role emphasizes managing client communications, documentation, SOP updates, and end-to-end project financials, including quoting and invoicing.

The ideal candidate has 6+ years in marketing research operations with a focus on project management and Client Success, strong analytical skills, and the ability to create value

Qualifications

• 6+ years of marketing research operations experience focusing on project management and Client Success.
• Ability to pinpoint issues (quality control, timeline slippage, scope) and manage conflicting priorities.
• Experience with process management and improvement.
• Experience with standard research deliverables (data tables, toplines, report decks, cross-tabulation tools)
• Experience with standard research inputs (questionnaire design, coding specs & tab plans, sample plan & quotas).

Responsibilities

• Lead client communications around all project and status updates including timelines for launch, recruitment updates, completes, etc.
• Own 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/niche 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 standard operating procedures (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

Project management

Client Success

Quality control

Timeline management

Communication

Tools

Questionnaire design

Coding specs & tab plans

Sample plan & quotas

Job description

Ipsos is seeking a Director, Client Success to lead the execution and coordination of technical projects for the Communities and Custom Panel team in the United States. The role emphasizes managing client communications, documentation, SOP updates, and end-to-end project financials, including quoting and invoicing.

The ideal candidate has 6+ years in marketing research operations with a focus on project management and Client Success, strong analytical skills, and the ability to create value