Lead Data Operations Coordinator

We are looking for a results-driven Lead Data Operations Coordinator to oversee our Diary Processing and Crediting Operations. This role is crucial for delivering the timely, high-quality local market data that our clients and the Media Ratings Council (MRC) depend on. You will be responsible for balancing people leadership with process excellence in a high-speed production environment. This is a hybrid role that combines the flexibility of remote work with in-office collaboration at our Guadalajara, Jalisco location.

Key Responsibilities & Impact Areas:

• Performance Management: Lead, coach, and mentor a team of frontline operations associates (Specialists and Analysts). Set clear goals, conduct regular check-ins, and manage performance, promoting Nielsen's values.
• Workforce Coordination: Coordinate, distribute, and prioritize the daily workload for all US local markets to ensure adherence to tight delivery deadlines and quality SLAs.
• Culture: Use creative approaches to engage staff, drive alignment across multi-location teams, and foster a high-performing, root-cause resolution culture.
• Delivery Excellence: Maintain accountability for the team achieving an overall Entry-Level Accuracy rate of 99.5% or greater while ensuring all market closeouts are delivered on time.
• Escalation Point: Serve as the primary escalation point, resolving complex issues by coordinating solutions across various stakeholders including Policy, Reference Data, Reporting, and offshore teams.
• Compliance: Ensure strict adherence to Standard Operating Procedures (SOPs) and complex business rules, mitigating risk across all audio diary processing and crediting workflows.
• Process Improvement: Drive continuous improvement efforts, identifying opportunities for process convergence, updating documentation, and supporting the successful implementation of new operational requirements.
• Change Agent: Assess the impact of technology and product changes on existing processes and lead the team through effective change management and necessary retraining.
• Operational Health: Partner with Operations Leadership to manage production schedules, monitor key performance indicators (KPIs), and proactively escalate any risks to established service level agreements (SLAs).