Knowledge Program Manager, Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

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

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

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

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

• Act as the ultimate authority on customer-facing support content published for customers.

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

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

• Establish workflows, governance, roles, metrics, and operational practices for Knowledge-Centered Service (KCS).

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

• Ensure that internal standard operating procedures (SOPs), processes, and support knowledge are accurate and user-friendly.

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

• Serve as Nielsen’s expert in KCS, providing expert guidance throughout the organization.

⛳️ Requirements

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

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

• Profound understanding of KCS principles, workflows, governance, and measurement techniques.

• Strong customer focus and exceptional editorial judgment.

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

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

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

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

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

• Strong analytical abilities to transform 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 plans.

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

• Generous paid time off policy.

• Company-provided vehicle and/or eligibility for discretionary incentives/bonuses, depending on the role.

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