Knowledge Program Manager, Customer Support

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

📋 Description

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

• Create strategies, governance, standards, and priorities for customer-facing support materials.

• Ensure that customers can easily locate accurate, relevant, and high-quality content to address common issues independently.

• Identify and prioritize knowledge gaps based on customer demand, search patterns, support cases, and feedback.

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

• Define and enhance measures for content quality, coverage, findability, usefulness, and success in self-service.

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

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

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

• Ensure accurate and practical internal SOPs, procedures, and support knowledge are maintained.

• Assess KCS adoption and program health while driving continuous enhancements.

• Serve as Nielsen’s KCS expert and foster greater knowledge-management capability and maturity.

⛳️ Requirements

• KCS certification is required, including KCS v6 Practices, KCS v6 Trainer, or another recognized KCS certification.

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

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

• Strong customer focus and exceptional editorial judgment.

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

• Background in measuring knowledge effectiveness and customer self-service results.

• Excellent coaching, training, facilitation, communication, and change management skills.

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

• Strong analytical abilities with a knack for transforming data and feedback into actionable improvements.

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

🏝️ Benefits

• Comprehensive health and wellness plans.

• 401(k) with a matching contribution from Nielsen.

• Generous paid time off policy.

• Company-provided vehicle, based on the position.

• Eligibility for discretionary incentives or bonuses, depending on the role.

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