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.

• Enable customers to independently address common inquiries via efficient self-service resources.

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

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

• Define and track metrics for content quality, coverage, accessibility, usefulness, and self-service effectiveness.

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

• Implement KCS workflows, governance, roles, metrics, and operating procedures.

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

• Ensure that internal SOPs, procedures, and support knowledge are accurate and user-friendly.

• Evaluate KCS adoption and program health while promoting continuous improvement.

• Serve as Nielsen’s KCS expert and enhance the overall knowledge management capability and maturity.

⛳️ Requirements

• KCS certification is mandatory, such as KCS v6 Practices, KCS v6 Trainer, or an equivalent recognized 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 focus on customer needs and excellent editorial judgment.

• Capability to evaluate and enhance support content for clarity, quality, accuracy, and usability.

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

• Experience in assessing knowledge effectiveness and evaluating customer self-service results.

• Exceptional coaching, training, facilitation, communication, and change management abilities.

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

• Strong analytical skills with the ability to translate data and feedback into actionable enhancements.

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

🏝️ Benefits

• Comprehensive health and wellness plans.

• 401(k) plan with a Nielsen company match.

• Generous paid time off policy.

• Company-provided vehicle, depending on the position.

• Discretionary eligibility for incentives/bonuses, depending on the position.

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