Technical Customer Service Manager

4 weeks ago

Miami, United States Kantar Full time

Technical Customer Service Manager

WFA Cross Media Measurement Initiative

Miami, FL/On Site

Full Time Position: Some evenings and weekends as part of the standard working week required.


Excitingly Kantar Media has partnered with the ANA to build a new Cross-Media Measurement panel in the United States, that will be one of the first of its kind in the world. We are looking for forward-thinking, diverse, and client focused individuals to join our team and make this audience measurement panel a success for the ANA, the ever-changing US Media Industry and Kantar Media.


Kantar Media are experts in understanding the changing media landscape. Our Audience Measurement teams are charged with developing new approaches to measurement and that is where the new US panel comes in. The panel has been designed to address the needs of advertisers, who want to understand and plan campaigns across digital and broadcast platforms (from TikTok to CBS to YouTube) – we’ve pulled together all our latest thinking, our most up-to-date meters, and our relationships with the online publishers such as Google and Meta, and the result is something that we believe is the future of audience measurement.


Job Details

The Service and Installation Manager is a pivotal role in the delivery and development of the US TAM service, as they will manage the team that is the key contact point for panelists and is responsible for remote installations and maintenance in the panelists' homes. As such, they will work with, mentor, and develop a high performing team to meet the future demands of the US service. They will have the autonomy to harness the expertise in the Service and Installation team to improve performance against service levels and at the same time provide opportunities for people to grow and flourish.


Tasks & Responsibilities

  • Manage an exceptional team in a fair and transparent manner.
  • Be responsible for alignment with I&D goals, working closely with the I&D committee.
  • Work within the framework of meeting or exceeding the service’s Service Level Agreements
  • Ensure that the responsibilities for all routine activities are clear and expectations communicated.
  • Take ownership for the successful implementation of ad hoc projects and initiatives.
  • Supervise and support the Service and Installation team members to ensure that they achieve personal and team objectives.
  • Provide regular feedback to the team on the status and quality of their work.
  • Monitor the productivity of the individuals and the team as a whole and recommend changes that will improve effectiveness.
  • Take an active role in the recruitment of new starters.
  • Provide training for new starters and manage them through their probation period.
  • Participate in meetings with other contractors and other stakeholders.
  • Collaborate with the QC team to ensure that the panel is being maintained effectively.
  • Ensure that all key / critical processes are fully documented and maintained in line with ISO 9001
  • Explore opportunities to innovate and develop new processes to improve the effectiveness of the team.
  • Working some evenings and weekends as part of the standard working week required.


The skills & experience needed

  • Collaboration - Collaborates with colleagues in different functions and/or management streams to ensure there is consistency in approach and that any issues are dealt with promptly and efficiently.
  • Excellent interpersonal skills - Is able to work harmoniously with others, reacting where appropriate, and treating people with sensitivity and fairness in line with I&D best practice.
  • Delegation - Demonstrates the ability to select and to assign appropriate tasks to others and direct them in the execution as needed.
  • People Management - Able to motivate and direct others to achieve a desired outcome.
  • Must be able to motivate the project team to hit the targets and objectives of the project.
  • Problem Solving - Ability to solve problems using sound judgment, Kantar policy and procedure. Seeks out assistance when needed.
  • Fluent English essential; fluent Spanish desirable


Our offer

We provide a highly competitive benefits package

  • Medical plans with comprehensive, affordable coverage for a range of health services
  • Health Savings Account/FSA
  • Dental, Vision and benefits to cover unique healthcare needs
  • Wellness Program
  • 401k with matching
  • Tuition Reimbursement, Commuter benefits
  • Unlimited PTO


At Kantar Media we have an integrated way of rewarding our people based around a simple, clear, and consistent set of principles. Our approach helps to ensure we are market competitive and to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.


We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted, and are allowed to flourish in a space where their mental health and wellbeing is taken into consideration. We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes.


At Kantar Media, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients. Kantar is committed to inclusion and diversity; therefore, we welcome applications from all sections of society and do not discriminate because of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status, or any other legally protected characteristics.


Kantar Media Reward Statement

At Kantar Media we have an integrated way of rewarding our people based around a simple, clear, and consistent set of principles. Our approach helps to ensure we are market competitive and to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.


PRIVACY DISCLOSURE: Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by The Kantar Group Limited (“Kantar”). Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is necessary for the purposes of recruitment, which may include your details being shared with the hiring manager(s) and for consideration for potential future opportunities by Kantar and its affiliate Kantar group companies. For full details of our privacy policy please visit .

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