Knowledge Program Lead | KCS Expert & Self-Service Architect

Nielsen Holdings Plc; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health and wellness plans

401(k) with company match

Generous PTO

Bonus eligibility

Job summary

Nielsen Holdings Plc is seeking a Knowledge Program Manager to lead the customer support knowledge program and raise content quality across channels. You will set governance, standards, and workflows, ensuring self-service content meets customer needs and aligns with business priorities.

You will partner with product and content teams to improve information architecture, search, and analytics, while coaching colleagues to mature KCS practices and drive measurable improvements in knowledge usage.

Qualifications

• KCS certification required, such as KCS v6 Practices.
• Experience implementing, leading, or maturing a KCS program in a customer support environment.
• Strong editorial judgment to improve clarity and usefulness of content.
• Understanding of content governance, publishing processes, and content lifecycle.
• Ability to measure knowledge effectiveness and translate data into actions.
• 3–5 years of relevant experience in knowledge management or related discipline.

Responsibilities

• Own and evolve Nielsen’s customer-facing knowledge program.
• Drive self-service content and identify gaps from signals.
• Ensure content quality and publishing standards.
• Define and track measures for content quality, findability and usefulness.
• Partner with the Help Center Product Manager on architecture, search, analytics, and self-service performance.
• Coach teams and maintain high-quality internal knowledge.

Skills

KCS expertise

Editorial judgment

Customer focus

Content governance

Training & coaching

Data-driven

Education

KCS certification (v6)

Tools

Zendesk

Salesforce

Job description

Nielsen Holdings Plc is seeking a Knowledge Program Manager to lead the customer support knowledge program and raise content quality across channels. You will set governance, standards, and workflows, ensuring self-service content meets customer needs and aligns with business priorities.

You will partner with product and content teams to improve information architecture, search, and analytics, while coaching colleagues to mature KCS practices and drive measurable improvements in knowledge usage.