Audience Solutions Director

Reports To: Senior Director, Audience Operations

Department: Operations

Languages: English fluent, Portuguese and / or Spanish desirable

Key Responsibilities

• Define and deliver the transformation roadmap across processes, products and enabling tools
• Own Audience Operations product and process priorities, aligned to business objectives
• Champion the panelist experience, using behavioural science and user research to redesign poor journeys and reduce friction across recruitment, onboarding, engagement and retention
• Lead transition from legacy applications and local workarounds to scalable enterprise platforms, user-facing tools and AI capabilities
• Partner with regional leaders to balance global standardisation with genuine local needs
• Lead Product Owners and Process Excellence specialists, working closely with COO, CTO and senior operations leaders

Experience & Leadership

• Experience leading operational transformation across processes, systems and ways of working
• Experience managing multidisciplinary teams across product ownership, operational design and process improvement
• Proven ability to influence senior stakeholders, drive decisions and operate across multinational environments

Product, Process, Technology & User Experience

• Ability to understand complex workflows, panelist journeys and operational environments, including field-based applications and CRM-driven workflows
• Experience translating behavioural insights, user pain points and operational processes into product requirements and functional solutions
• Strong product ownership capability, including roadmap development, prioritisation and functional decision-making
• Ability to embed the panelist perspective into solution design, prioritisation, adoption, KPIs and operational performance management
• Experience with enterprise platforms, CRM, workflow tools, integrations, mobile applications or equivalent operational technology environments
• Understanding of AI capabilities and their practical application within operations

Operating Style & Mindset

• Proactive, resilient and comfortable operating in fast-moving environments
• Strong understanding of operational teams, including call centres, field operations, quality checking and local UAT

Stakeholder Management & Communication

• Excellent communicator, able to engage technical, non-technical and senior audiences
• Ability to communicate priorities, trade-offs and decisions with clarity
• Strong stakeholder management across operations, product, technology and commercial teams

Nice to Have

• Experience working with third-party systems integrators

Why Join Us

• Play a central role in transforming the largest area of our global business
• Define digital-first, user-centred solutions that improve operations, client outcomes and panelist journeys
• Partner with senior leadership across product, technology and operations