Knowledge Program Manager, Customer Support

Nielsen

United States

On-site

USD 95,000 - 145,000

Full time

6 days ago

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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

Company Description

Nielsen is a global leader in audience measurement, data and analytics, shaping the future of media. Measuring behavior across all channels and platforms to discover what audiences love, we empower our clients with trusted intelligence that fuels action. At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Company Description

Job Description

The Knowledge Program Manager is responsible for building and leading Nielsen Customer Support’s knowledge program, with a primary focus on ensuring customers can find accurate, relevant, high-quality content when they need help. This role owns the quality, governance, coverage, and effectiveness of Customer Support knowledge across both customer-facing and internal channels. As Nielsen’s KCS expert, you will establish the standards, workflows, and measures that determine how knowledge is created, reviewed, published, improved, and retired. This is a highly hands-on builder role. You will work directly with support leaders and associates to strengthen KCS practices, identify knowledge gaps, inspect and improve content, develop templates and standards, and continuously raise the maturity of the program. You will also partner closely with the Help Center Product Manager, owning the content that powers the self-service experience while they own the platform and digital experience through which it is delivered.

Responsibilities

Customer Knowledge & Self-Service:

Own the customer-facing knowledge program: Establish the strategy, governance, standards, and priorities for Customer Support content available to customers.

Drive self-service success: Ensure customers have the right content available to resolve common needs independently. Identify and prioritize gaps using customer demand, search behavior, support cases, feedback, and other signals.

Own content quality and publishing standards: Serve as the final authority for Customer Support content published to customers, ensuring it is accurate, relevant, clear, usable, and ready for publication.

Measure and improve content effectiveness: Define measures for content quality, coverage, findability, usefulness, and self-service success, and use those insights to drive continuous improvement.

Partner closely with the Help Center Product Manager: Own the content that powers the Help Center while partnering on information architecture, search, customer journeys, analytics, and self-service performance. The Knowledge Program Manager owns the content; the Product Manager owns the platform and digital experience.

KCS, Internal Knowledge & Program Maturity

Build and mature Nielsen’s KCS practice: Establish KCS workflows, governance, roles, measures, and operating practices, and embed them into the day-to-day work of Customer Support.

Coach and enable teams: Work hands-on with leaders, associates, and subject-matter experts to improve knowledge creation and reuse through training, workshops, content reviews, editing, templates, and ongoing coaching.

Maintain high-quality internal knowledge: Ensure internal SOPs, procedures, and support knowledge are accurate, easy to use, and enable associates to serve customers consistently and efficiently.

Drive adoption and continuous improvement: Measure KCS adoption and program health, identify opportunities for improvement, and translate data and feedback into concrete actions.

Serve as Nielsen’s KCS expert: Advocate for KCS methodology, provide expert guidance across the organization, and help build broader knowledge-management capability and maturity.

Qualifications

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, with the ability to assess and improve support content for clarity, quality, accuracy, and usability.