Director, Client Service / Technical Customer Support

About the role

This multi-faceted, people-centric leadership position resides within Operations and is part of the Retail Client Service Team in the Big Box account portfolio. The role is responsible for service excellence, maintaining a deep understanding of customer needs, developing trust, providing coaching, and maximizing team talent. The leader will drive executional excellence and positive results for Amazon.

Responsibilities

• Demonstrate technical leadership by managing the end-to-end process of content delivery.
• Effectively synthesize and communicate content both written and verbally.
• Proactively manage communication and expectations with team members, clients, and cross-functional teams.
• Provide ongoing support and expertise for Circana solutions, data questions, story building, and troubleshooting.
• Provide coaching and feedback to team members to aid in development.
• Work closely with functional teams (e.g., Product Management, Technical Support, Sales) to ensure customer needs are prioritized and addressed.
• Collaborate with virtual and diverse teams (offshore and onshore).
• Exhibit humility and curiosity to drive team engagement.
• Provide escalation support for internal client teams and deliver executive communications.
• Drive transformation for clients, focusing on change management to ensure smooth transitions.
• Ensure all change events and client deliverables are on time and accurate.
• Establish and maintain scorecard metrics (key performance and behavioral indicators); measure progress against quality initiatives.
• Break down internal barriers to drive increased performance and efficiency.

Requirements

• BA/BS Degree.
• Five or more years of relevant experience.
• Strong leadership skills; ability to lead internal teams (both local and remote), be approachable, and inspire trust.
• Outstanding verbal and written communication skills and professional etiquette.
• Ability to work in a fast-paced environment, be flexible, and welcome change.
• Prompt decision-maker and creative thinker with excellent problem-solving skills and a positive attitude.
• Strong work ethic with calmness and composure in times of uncertainty.
• Keen operational skills; ability to recognize opportunities for process improvement and standardization.
• Demonstrated expertise managing and enforcing processes, improvement initiatives, and compliance.
• Proven technical abilities; experience using Excel and data management tools.
• Demonstrated expertise in translating data and analysis into relevant implications.
• Experience working in a consultative manner with clients.
• Skilled at developing relationships with clients and cross-functional teams to become a trusted and value-added business partner.
• Successful experience delivering data and technical training for client enablement.

Circana Behaviors

• Stay Curious: Be hungry to learn and grow, always asking the big questions.
• Seek Clarity: Embrace complexity to create clarity and inspire action.
• Own the Outcome: Be accountable for decisions and take ownership of choices.
• Center on the Client: Relentlessly add value for customers.
• Be a Challenger: Never be complacent; always strive for continuous improvement.
• Champion Inclusivity: Foster trust in relationships by engaging with empathy, respect, and integrity.
• Commit to Each Other: Contribute to making Circana a great place to work for everyone.

Location

This position can be located remotely in the United States.

Pay

The salary range for this role is $102,000 to $122,000 USD. This job is also eligible for bonus/incentive pay.

Benefits

• Comprehensive package including paid time off.
• Medical, dental, and vision insurance.
• 401(k) for eligible employees.