Knowledge Program Manager, Customer Support

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $102.5k - $190.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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Nielsen

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1923

📱 Media

📣 Marketing

💰 Post-IPO Debt on 2023-02

Media • Data Analytics • Marketing

Nielsen is a global measurement and data analytics company that provides audience measurement and media metrics solutions across various platforms. They offer cross-media measurement services spanning TV, digital, streaming, and audio for more precise media planning and marketing optimization. Nielsen's flagship product, Nielsen ONE, integrates these services to deliver a comprehensive view of audience habits and preferences. Additionally, they offer insights and tools for understanding consumer behavior and optimizing marketing strategies, backed by a robust data infrastructure including big data and panel methodologies. Nielsen also champions diversity and inclusion, emphasizing a culture supported by a diverse workforce and numerous business resource groups.

📋 Description

• Build and lead Nielsen Customer Support’s knowledge program • Establish strategy, governance, standards, and priorities for customer-facing support content • Ensure customers can find accurate, relevant, high-quality content and resolve common needs independently • Identify and prioritize knowledge gaps using customer demand, search behavior, support cases, and feedback • Serve as the final authority for customer-facing content quality and publishing standards • Define and improve 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 and usable internal SOPs, procedures, and support knowledge • Measure KCS adoption and program health and translate data and feedback into improvements • Serve as Nielsen’s KCS expert and build broader knowledge-management capability

🎯 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