KCS Knowledge Lead - Customer Support

Nielsen; United States; On-site; USD 95,000 - 145,000; Full time

Benefits offered by this job

401(k) with Nielsen company match

Health and wellness plans

Generous paid time off

Company-provided vehicle

Job summary

Nielsen is seeking a Knowledge Program Manager to lead and mature our customer-support knowledge content. You will establish governance, quality standards, and publishing processes across customer-facing and internal channels.

The role partners with the Help Center product team to shape IA, search, and analytics, while driving ongoing improvements in self-service outcomes. Ideal candidates have KCS certification, 3–5 years in knowledge management or related fields, and strong coaching skills to

Qualifications

• KCS certification or equivalent demonstrated in-role mastery.
• Experience building or maturing a knowledge-article program in customer support.
• Strong editorial judgment to ensure content clarity and usefulness.
• Ability to coach and enable teams to adopt knowledge-management practices.

Responsibilities

• Own and mature Nielsen’s customer-facing knowledge program and governance framework.
• Define standards, publishing processes, and lifecycle for knowledge content.
• Collaborate with Help Center Product Manager on IA, search, and analytics.
• Measure content quality, findability, and self-service outcomes to drive improvements.
• Lead KCS adoption and mentor teams to sustain program health.

Skills

KCS certification

Knowledge management

Editorial judgment

Stakeholder coaching

Analytical skills

Education

Bachelor's degree in related field

Tools

Zendesk

Salesforce

Job description

Nielsen is seeking a Knowledge Program Manager to lead and mature our customer-support knowledge content. You will establish governance, quality standards, and publishing processes across customer-facing and internal channels.

The role partners with the Help Center product team to shape IA, search, and analytics, while driving ongoing improvements in self-service outcomes. Ideal candidates have KCS certification, 3–5 years in knowledge management or related fields, and strong coaching skills to