Knowledge Program Manager, Customer Support
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Job Description
Knowledge Program Manager leading Nielsen’s KCS and customer-support knowledge program. Improving self-service content, governance, quality, and program maturity for a global media insights company.
Responsibilities:
- Build and lead Nielsen Customer Support’s knowledge program
- Establish strategy, governance, standards, and priorities for customer-facing support content
- Ensure customers can resolve common needs independently through effective self-service content
- Identify and prioritize knowledge gaps using customer demand, search behavior, support cases, feedback, and other signals
- Serve as final authority for customer-facing content quality and publishing standards
- Define and monitor measures for content quality, coverage, findability, usefulness, and self-service success
- Partner with the Help Center Product Manager on information architecture, search, customer journeys, analytics, and self-service performance
- Establish KCS workflows, governance, roles, measures, and operating practices
- Coach leaders, associates, and subject-matter experts through training, workshops, content reviews, editing, templates, and ongoing coaching
- Maintain accurate, usable internal SOPs, procedures, and support knowledge
- Measure KCS adoption and program health and drive continuous improvement
- Serve as Nielsen’s KCS expert and build broader knowledge-management capability and maturity
Requirements:
- KCS certification required, such as KCS v6 Practices, KCS v6 Trainer, or another recognized KCS certification
- Proven practical experience implementing, leading, or maturing a KCS program in a customer support environment
- Deep understanding of KCS principles, workflows, governance, and measures
- Strong customer orientation and excellent editorial judgment
- Ability to assess and improve support content for clarity, quality, accuracy, and usability
- Experience establishing content governance, quality standards, publishing processes, and content lifecycle practices
- Experience measuring knowledge effectiveness and customer self-service outcomes
- Strong coaching, training, facilitation, communication, and change-management skills
- Experience with knowledge-management, CRM, and support platforms such as Zendesk and Salesforce
- Strong analytical skills and ability to turn data and feedback into actionable improvements
- 3–5 years of relevant experience in knowledge management, KCS, customer support, program management, or a related discipline
Benefits:
- Comprehensive health and wellness plans
- 401(k) with a Nielsen company match
- Generous paid time off policy
- Company-provided vehicle, depending on the role
- Discretionary incentive/bonus eligibility, depending on the role
- Potential eligibility for bonuses, equity, or other incentives
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