Job Description
The Department Director is responsible for leading a team dedicated to managing all inquiries related to data elements raised by internal and external clients. This includes receiving, investigating, and resolving data issues, as well as collaborating across multiple operational and product teams to ensure timely and accurate resolution.
The role also involves maintaining and strengthening direct relationships with external clients to ensure effective two-way communication, while serving as an internal interface to Operations when required. Responsibilities span two primary areas of interaction: External Client Engagement and Internal Cross‑Functional Collaboration, alongside significant team leadership responsibilities
Key Responsibilities
- External Responsibilities
- Build strong, trusted, and long-term relationships with clients, acting as their primary point of contact for data inquiries, operational activities, methodology, and category enhancements.
- Address, troubleshoot, resolve, and communicate data quality issues, often involving complex or sensitive situations, independently or in collaboration with other teams.
- Prepare clear written and verbal communications that explain issues, findings, resolutions, and impacts to external stakeholders.
- Proactively inform clients of data changes resulting from upgrades or launches prior to release.
- Maintain a strong understanding of key industry categories to effectively support client interaction.
- Collect client suggestions and represent enhancement needs in internal discussions.
- Attend client meetings as needed.
- Internal Responsibilities
- Build trusted working relationships with Practice Leads, Commercial Teams, Operations, and Product.
- Collaborate effectively with Operations Client Service, Operations, Commercial, Product, Research Science, and supporting functions to ensure complete inquiry resolution and communication.
- Identify trends and patterns in client inquiries that may inform improvements in internal processes.
- Maintain clear, detailed communication with the Commercial team regarding all client interactions—both reactive and proactive.
- Master internal operational and data processes to support investigation and articulation of inquiries.
- Support senior leadership in defining departmental strategies and long‑term direction.
- Team Leadership & Management
- Ensure adequate resource allocation and team capacity to meet client needs.
- Promote best practices in the design and delivery of client solutions.
- Ensure that proposed solutions support both internal team efficiency and client satisfaction.
- Build trust and credibility with clients through strong leadership, consistent delivery, and high‑quality service.
- Foster a culture of collaboration, operational excellence, accountability, and client focus.
Required Experience & Skills
Required Experience
- 5+ years of experience in client-facing roles within data operations, analytics, insights, or technical customer service environments.
- Proven experience leading teams, ideally within data inquiry management, operations, or client service functions.
- Strong background in problem-solving and issue resolution within complex or sensitive data environments.
- Experience working collaboratively with cross-functional areas such as Product, Operations, Commercial, or Research Science.
- Demonstrated ability to manage direct client relationships and explain technical or methodological topics to non‑technical audiences.
- Experience with process improvement and identifying patterns or efficiencies in operational workflows.
- Background in environments with structured data governance, quality control, or data delivery processes is a strong plus.
Required Skills & Competencies
Technical & Analytical Skills
- Strong understanding of data structures, data quality concepts, and inquiry management workflows.
- Ability to investigate and interpret complex data issues and communicate clear resolutions.
- Proficiency in learning and navigating internal data systems and operational processes.
- Strong analytical mindset with the ability to identify trends, root causes, and opportunities.
Communication Skills
- Excellent written and verbal communication skills, capable of simplifying complex topics for different audiences.
- Ability to communicate confidently with clients, senior leaders, and internal technical teams.
- Skilled in managing sensitive client communications with professionalism.
Leadership & Management
- Demonstrated ability to lead, mentor, and develop high‑performing teams.
- Strong planning, prioritization, and resource management capabilities.
- Ability to build trust, inspire credibility, and drive a collaborative, client-focused culture.
- Strategic thinker capable of contributing to departmental direction and long‑term planning.
Client Relationship Skills
- Strong relationship-building skills with a customer-centric approach.
- Ability to navigate challenging client situations with diplomacy and sound judgment.
- Experience serving as the primary point of contact for key accounts.
Soft Skills
- Highly proactive, with a continuous improvement mindset.
- Strong organizational skills and high attention to detail.
- Comfortable managing ambiguity and working independently.
- Ability to thrive in fast-paced and dynamic environments.
- Strong ability to manage resilience and stress in high‑pressure environment
What we offer
An employee’s position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.
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