Senior Manager, Client Services - AmeriSpeak
NORC at the University of Chicago
- Chicago, IL
- $115,000-173,000 per year
- Permanent
- Full-time
DEPARTMENT: AmeriSpeak® is the first U.S. multiclient household panel to combine the speed and cost-effectiveness of panel surveys with enhanced representativeness of the U.S. population, an approach designed to achieve an industry-leading response rate and an innovative sample quality report card. AmeriSpeak has become the primary survey partner of the nation's preeminent news service, The Associated Press.Developed and funded by NORC, AmeriSpeak randomly identifies Americans-including the country's hardest-to-reach populations-and recruits them to provide their opinions and insights on a wide range of topics critical to our clients. The outcome is a truly representative picture of America and, thus, more accurate research results for use in statistical surveys.
RESPONSIBILITIES:
- Provide leadership in managing designated strategic client accounts and one or more specific focus areas (e.g., custom research using AmeriSpeak, proprietary survey panels, multi-cultural research, TrueNorth Calibration, etc.)
- Oversee internal projects that improve the functioning, efficiency and quality of the AmeriSpeak Client Projects, deliverables, and the AmeriSpeak Panel.
- Responsible for overseeing all aspects of project management in executing AmeriSpeak projects, from beginning to end, for projects generating a total of $2M+ per year.
- Responsibilities include overseeing a Client Services team, to prepare client questionnaires for programming; overseeing quality control testing of programmed questionnaires; managing change requests from clients; conducting pretest surveys; managing sample quotas; providing feedback to the client on sample and questionnaire performance; preparing survey data files, codebooks, and field report documentation; monitoring project budgets and costs; inspecting and assuring quality of deliverables; and completing all work on schedule.
- Developing strong effective working relationships with clients and ensuring that client expectations of quality, timelines, and deliverables are met or exceeded.
- Providing value-added insights to the client in the areas of questionnaire design, data collection methodology, panel data, and analysis and reporting.
- Supervising Client Services staff, including assigning and reviewing their work products, developing their skill set, and coaching and training.
- Developing and refining AmeriSpeak standards, processes, and procedures.
- Training and onboarding new hires for Client Services positions.
- Coordinating with multidisciplinary, internal teams-such as AmeriSpeak business development, panel operations, statistics/methodology, researchers, programming, telephone centers, and subject matter experts-to execute AmeriSpeak studies.
- Works closely and successfully with the Client Service Director, and the team of Client Services Senior Managers and Managers to improve coordination of projects, enhance processes and procedures, and help make Client Services an effective and efficient team.
- Work with Client Services Director to coordinate project work and assignments, and to support Client Services Staff's ability to get projects successfully executed.
- To lead a portfolio of projects, and to develop standards, processes, client relationships, and strategic engagements in a custom panel or in a custom research area.
- Works with and supports researchers and subject matter experts throughout NORC on projects and issues related to AmeriSpeak.
- Work with business development workflow for proposal development, strategic engagement, pricing, contracting, and problem-solving.
- Performs other duties as assigned.
- Bachelor's degree is required. Master's degree or more in social science, survey methodology, or market research is strongly preferred.
- At least 8 years of survey research experience is required, with a minimum 6 year of client management experience.
- Minimum 5 years of experience managing and mentoring staff required.
- Advanced knowledge of the principles, processes, and methodologies of survey research.
- Quantitative analysis skills and proficiency with data management and statistical analysis in SPSS, R, and/or SAS.
- Well-developed problem-solving skills, time management, personal organization, and attention to detail.
- Advanced ability to communicate effectively (oral and written) and strong interpersonal skills with colleagues and clients.
- Ability to manage multiple projects at the same time, identify and mitigate project risks, and work effectively with team members, other NORC departments, stakeholders, and internal/external clients.
- Ability to work effectively and collaboratively with minimal supervision.
- Knowledge of general office procedures, technology, and equipment.
- Microsoft Office software, including word processing, spreadsheets, and graphics (Outlook, Word, Excel, and PowerPoint). Experience with online survey or CATI software is preferred.
WHAT WE DO:NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.
WHO WE ARE:For over 80 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we're known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.
EEO STATEMENT:NORC is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce. NORC evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, status as a protected veteran, sexual orientation, gender identity, and other legally protected characteristics.Advertised: May 13, 2024 Central Daylight Time Applications close: