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, standards, and priorities for content aimed at customer support.

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

• Identify and prioritize knowledge deficits based on customer demand, search behaviors, support cases, and feedback.

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

• Define and enhance metrics for evaluating content quality, coverage, accessibility, usefulness, and self-service success.

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

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

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

• Maintain precise and functional internal SOPs, procedures, and support knowledge.

• Assess KCS adoption and the program’s health, translating data and feedback into enhancements.

• Serve as Nielsen’s KCS authority and enhance the organization’s overall knowledge management capability.

⛳️ Requirements

• KCS certification is mandatory, including KCS v6 Practices, KCS v6 Trainer, or another acknowledged 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 performance metrics.

• Strong customer focus coupled with excellent editorial judgment.

• Capability to evaluate and enhance support content for clarity, quality, accuracy, and user-friendliness.

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

• Background in assessing knowledge effectiveness and customer self-service outcomes.

• Exceptional skills in coaching, training, facilitating, communicating, and managing change.

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

• Strong analytical skills with the ability to convert data and feedback into actionable improvements.

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

🏝️ Benefits

• Comprehensive health and wellness plans.

• 401(k) with a match from Nielsen.

• Generous paid time off policy.

• Company-provided vehicle (depending on the role).

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

• Potential for bonuses, equity, or additional incentives.