Knowledge Program Lead, KCS & Self-Service

Nielsen Holdings Plc; Northern (KY); Hybrid; USD 103,000 - 190,000; Full time

Benefits offered by this job

Health & wellness plans

401(k) with company match

Generous PTO

Company vehicle

Bonus eligibility

Job summary

Nielsen Holdings Plc is seeking a Knowledge Program Manager to lead and mature the knowledge program across Customer Support. You will own content governance, standards, and publishing quality, and collaborate with leadership to improve self-service content for customers.

Key focus areas include establishing KCS practices, coaching teams, and driving content performance through data-driven improvements. This role requires KCS certification and 3–5 years in knowledge management or related fields.

Qualifications

• KCS certification required, such as KCS v6 Practices or Trainer.
• Proven practical experience implementing or maturing a KCS program in a support environment.
• Deep understanding of KCS principles, workflows, governance, and measures.
• Strong editorial judgment to improve clarity, quality, and usability of content.
• Experience with governance, publishing processes, and content lifecycle.

Responsibilities

• Own the customer-facing knowledge program: establish strategy, governance, standards, and priorities.
• Drive self-service success: ensure content helps customers resolve common needs independently.
• Own content quality and publishing standards: final authority for content published to customers.
• Measure and improve content effectiveness: define measures and drive continuous improvement.
• Partner with Help Center Product Manager: own content powering the Help Center and collaborate on IA, search, analytics.

Skills

Knowledge management

KCS

Customer support

Program management

Coaching

Training

Change management

Analytics

Education

KCS certification

Tools

Zendesk

Salesforce

Job description

Nielsen Holdings Plc is seeking a Knowledge Program Manager to lead and mature the knowledge program across Customer Support. You will own content governance, standards, and publishing quality, and collaborate with leadership to improve self-service content for customers.

Key focus areas include establishing KCS practices, coaching teams, and driving content performance through data-driven improvements. This role requires KCS certification and 3–5 years in knowledge management or related fields.