The Customer Service and Contracts Manager works with internal and external research partners to ensure the delivery of quality, reliable research through an exceptional customer service experience. From the initial intake process to final payment, this position is responsible for driving AARP’s research partners to provide a positive and successful research engagement. This requires the ability to envision processes, anticipate pain points, and implement resolutions quickly and efficiently; ideally before internal clients realize the challenge. This must be done without compromising the integrity of the research methodology. In addition, the Vendor Relationship and Customer Service Manager works with the Director of Research Services to ensure a comprehensive and cost-efficient tool box of research methods in order to support AARP’s research agenda. This requires a command not only of methodology, but also the budgetary aspects of research.
The Customer Service and Contracts Manager at AARP has three primary functions: establishing and building relationships with research vendors/partners and internal clients, actively monitoring the research products and services delivered to clients, and continuously pursuing both financial and practical efficiencies in the contracting and use of research resources.
The ideal candidate will be an experienced researcher themselves who will be able to understand what internal clients (most of whom are also researchers) need to successfully execute quantitative and qualitative research projects. A big part of this role is serving as an advocate for AARP’s internal clients and for AARP as a whole. This means being able to understand and anticipate client needs and working with AARP’s research vendors/partners to ensure a great experience that surprises and delights clients. The Customer Service and Contracts Manager must be organized, have demonstrated experience managing external research partners, and be tenacious when it comes to delivering great customer service.
This position is located with AARP’s Policy, Research, and International division and reports directly to the Director of Research Services. The Research Services team is responsible for connecting internal clients with high quality, cost efficient research vehicles that deliver reliable and actionable insights. The Customer Service and Contracts Manager will have a critical role in the success of two of AARP’s most significant resources, its proprietary research panels, as well as other key vendor relationships. This position will also work closely with the AARP’s Panel Operations Manager.
Another critical aspect of this position is the maintenance of financial accounts for all contracts, reconciling to available budget, ensuring timely and accurate invoicing, and preparing financial reports for Directors and others. This requires not simply “being good with numbers” but also firsthand knowledge of the cost drivers of research, including what constitutes a competitive range in terms the pricing of various aspects of the research process.
All of this is performed in a dynamic environment that requires quick turnarounds on multiple projects and the ability to pivot and adapt based on changing situations and demands. As one the primary goals is ensuring internal clients get what they need when they need it, this requires a ready willingness to work outside of “normal business hours” whenever necessary to ensure the delivery exceptional customer service.
- Establish and cultivate relationships with vendors so as to create positive, professional, and effective partnerships that accomplish AARP’s research strategy.
- Monitor the performance of our vendors/partners to ensure that AARP research is being conducted accurately, according to best practices, and on schedule.
- Continually assess individual vendor/partner contracts in light of the entire portfolio of services offered, and in light of AARP’s research agenda, to ensure the most efficient and effective use of AARP resources.
- Collaborate with Director to develop and implement strategies for streamlining contracted services in order to maximize AARP’s ROI.
- Cultivate relationships with internal AARP clients, monitoring their perceptions and experiences with vendors/partners, collecting their feedback, and working with the Director to develop and implement improvements to procedures, processes, and deliverables that will increase client satisfaction.
- Provide oversight of the quantitative and qualitative products and services delivered to AARP clients by AARP’s partners. Ensure the execution of projects to the appropriate levels of quality, on time and within budget, in accordance with the project plans, best practices, and delivery methodology.
- Manage the client satisfaction program, including the development of tools, metrics, and reports, to ensure it produces accurate and reliable data on client experience which can then drive further improvement/enhancements among our vendors/partners.
- Oversee and track client billing and payment as part of the overall AARP Research Services budget.
- Create and oversee the execution of vendor contracts.
- Maintain electronic records of all contracts and accounting information as well as maintaining a database that tracks the terms, performance, and organizational details of all research vendors/partners.
- Investigate and resolve performance issues with vendors/partners, coordinating with the Director and other team members as necessary, and ensuring thorough documentation of all problems and their resolutions.
- At least 7 years of direct experience conducting and managing research.
- Demonstrated experience across the entire research process including a demonstrated, practical command of study design, sampling, questionnaire development, fielding (with first-hand experience managing online data collection), multivariate data analysis, and reporting.
- Practical knowledge of the drivers of research costs and experience identifying and implementing cost efficient, yet methodologically sound solutions to research challenges.
- Uncompromising commitment and proven ability to deliver exceptional customer service to research clients.
- Excellent written and oral communication skills and interpersonal skills.
- Demonstrated abilities in analytical reasoning and logical problem solving and a high attention to detail, with exacting standards to maintain accuracy in all work products.
- Willingness to work non-traditional hours as needed to meet client demands.
- Strong organizational skills.
- Proven experience managing large and complex budgets including the maintenance of budget spreadsheets and the preparation and delivery of reports summarizing the budget status.
- High level of proficiency with Microsoft Office products (Word, Excel, PowerPoint, Outlook, etc.)
- Highly technical knowledge of applied research (both phone and online)
- Ability to be collaborative and adapt while successfully managing and completing multiple time-critical projects and analyses requiring rapid turnaround.
- Experience utilizing data analysis programs such as SPSS and WinCross is a plus.
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.