Knowledge Program Manager, Customer Support

This is a fully remote position, open to applicants in Mexico, +1 more country.

📋 Description

• Develop and oversee the knowledge program for Nielsen Customer Support.

• Create strategies, governance, standards, and priorities for content aimed at customer support.

• Promote self-service success by enabling customers to independently address common issues.

• Identify and rank knowledge gaps based on customer demand, search behavior, support cases, feedback, and other indicators.

• Act as the final authority on the quality and publishing standards of customer-facing content.

• Define and apply metrics for assessing content quality, coverage, findability, usefulness, and self-service success.

• Collaborate with the Help Center Product Manager on information architecture, search functionality, customer journeys, analytics, and self-service performance.

• Establish workflows, governance, roles, metrics, and operational practices for KCS.

• Mentor leaders, associates, and subject-matter experts through training, workshops, content reviews, editing, templates, and ongoing support.

• Ensure internal SOPs, procedures, and support knowledge remain accurate and useful.

• Assess KCS adoption and overall program health while driving continuous improvement.

• Serve as Nielsen’s KCS authority and enhance the organization’s knowledge management capabilities and maturity.

⛳️ Requirements

• KCS certification is mandatory, such as KCS v6 Practices, KCS v6 Trainer, or another acknowledged KCS certification.

• Demonstrated hands-on experience in implementing, leading, or advancing a KCS program within a customer support setting.

• Profound knowledge of KCS principles, workflows, governance, and metrics.

• Strong customer focus complemented by excellent editorial judgment.

• Experience in establishing content governance, quality standards, publishing processes, and content lifecycle management.

• Proven experience in measuring the effectiveness of knowledge and customer self-service outcomes.

• Excellent coaching, training, facilitation, communication, and change-management abilities.

• Familiarity with knowledge management, CRM, and support platforms like Zendesk and Salesforce.

• Strong analytical capabilities with the ability to translate data and feedback into actionable improvements.

• 3–5 years of relevant experience in knowledge management, KCS, customer support, program management, or a related field.

🏝️ Benefits

• Comprehensive health and wellness programs.

• 401(k) plan with matching contributions from Nielsen.

• Generous paid time off policy.

• Company-provided vehicle (based on the position).

• Eligibility for discretionary incentives or bonuses (dependent on the role).

• Possible eligibility for bonuses, equity, or other incentives.