North America / United States / FL / Tampa – Oldsmar


#: 110416-en_US / 110416



Business Engagement Lead – 110416

Gracenote – USA Oldsmar, Florida 


Team:    Business Engagement / Content Operations / Role: Business Engagement Lead


Role: The Business Engagement role is a great opportunity to learn about Media business areas and make a difference in how we work together across teams to support Media clients.


The purpose of the Business Engagement role is to support Media teams through management of Media Operations Change Control and Client Inquiry processes. These processes involve managing changes requested by clients to onboard, offboard or update their existing reference and reporting profiles, document internal business process/procedure updates and ensure timely responses are provided to clients when they have inquiries about data, reports, calculations, processes, etc.

This role works in close conjunction with Reference/Ingestion/Content and Delivery teams, Technology, Infrastructure, Engineering, Measurement Science, Communications, Client Solutions, Product Leadership,  and other stakeholders to deliver:


  • Integrated, consistent business Change Control and/or Client Inquiry solutions:
  • Opportunities to develop and implement more robust Change Control and/or Client Inquiry processes;
  • Plans for modifications to critical business processes and procedures;
  • Significant levels of change and alignment across all teams, including adherence to Nielsen values;
  • Consistent adoption of Change Control and/or Client Inquiry processes across Media teams and by key stakeholders;
  • Identification of root cause(s) of Change Control related Quality Escapes and a plan to implement and prevent reoccurrence;
  • Creation and maintenance of Change Control and/or Client Inquiry related documentation
  • Coordination of the Client Inquiry process through the Salesforce product to ensure timely, accurate answers are provided to our clients about their business issues and/or concerns within established timeframes;
  • Triage, escalation and oversight of Client Inquiry submissions;
  • Key Performance Indicator Change Control and/or Client Inquiry data supporting business results of team activities;
  • Leadership of client-driven and/or internally-focused cross-functional projects such as new client onboarding, Olympics, World Cup, Model Year updates and/or integration of new products, services or teams into Change Control and/or Client Inquiry processes
  • Coordination of input to Client Communications / Product Notices


Responsibilities include:


  • Evaluate existing Operations Change Control processes for effectiveness, maintain process efficiency, and implement process changes as necessary
  • Coordinate Change Request information to ensure Watch teams understand timing and deliverables, track CRs throughout the process, follow up on issues related to CR implementations and update documentation/processes as needed
  • Ensure the integration of new business activities into Media operational models, processes, practices, technology and tools through effective change management strategies to achieve business objectives;
  • Develop and execute comprehensive change management plans, analyses, tools, and tactics to ensure maximum adoption and compliance across teams, operating models, processes, practices, technology and tools
  • Influence business leaders in delivering effective sponsorship of all changes necessary for successful integration and/or roll out of new Operations Change Control programs and processes
  • Ensure business leadership accepts ownership of new Operations Change Control models and Salesforce deployments processes and practices
  • Advise leadership team on methods to mitigate operational risk during implementation of changes
  • Consistently manage stakeholder expectations and/or resistance
  • Anticipate, prevent and resolve issues using problem-solving and analytical skills
  • Envision, plan and execute high level change initiatives
  • Support the client inquiry process through new deployments, monitoring compliance and escalating issues
  • Develop and communicate key performance indicators related to team activities


Minimum Qualifications:


  • Demonstrated expertise in a variety of organizational change management and communications concepts, practices, and procedures
  • Ability to interpret and convert stakeholder requests into functional Operations activities and work plans
  • Ability to maintain confidentiality and exercise initiative, discretion and judgment in making decisions within a fast-paced environment
  • Demonstrated ability to lead without direct authority 
  • Solid negotiation and influencing skills
  • Ability to manage projects/workflow at both the micro and macro level
  • Ability to effectively manage conflict and negotiate to meaningful resolution
  • Proven skills and expertise in communications, both written and verbal
  • Demonstrated ability to develop creative solutions to unique problems
  • Technical proficiency in Google applications / Microsoft Office applications
  • Familiarity with building and interpreting process maps and other organizational workflows or value streams is desired
  • Some organizational knowledge and experience leading change efforts in large organizations is desired
  • Bachelor’s Degree or equivalent work experience


By connecting clients to audiences, we fuel the media industry with the most accurate understanding of what people listen to and watch. To discover what audiences love, we measure across all channels and platforms⁠—from podcasts to streaming TV to social media. And when companies and advertisers are truly connected to their audiences, they can see the most important opportunities and accelerate growth.


Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and take action. Our team is made strong by a diversity of thoughts, experiences, skills, and backgrounds. You’ll enjoy working with smart, fun, curious colleagues, who are passionate about their work. Come be part of a team that motivates you to do your best work!  

Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Job Type: Regular 

Primary Location:  Oldsmar,Florida 

Secondary Locations: , , , 

Travel:  No