Knowledge Program Manager - Customer Support (Equity Eligible)

The Nielsen Company; United States; Remote; USD 103,000 - 190,000; Full time

Benefits offered by this job

Health & wellness

401(k) match

Paid time off

Bonus eligibility

Job summary

The Nielsen Company is seeking a Knowledge Program Manager for Customer Support to build and lead the knowledge program across customer-facing and internal channels. You will establish standards, governance, and scales for content, and partner with the Help Center Product Manager to empower self-service; this is a hands-on, content-driven role with a focus on KCS maturity.

Responsibilities include driving content quality, publishing standards, measuring impact, coaching teams, and ensuring

Qualifications

• 3–5 years of knowledge management or KCS-related experience.
• Strong editorial judgment and customer-focused content skills.
• Experience implementing content governance and lifecycle practices.

Responsibilities

• Own the customer-facing knowledge program including strategy and governance.
• Drive self-service success by ensuring relevant, high-quality content.
• Define publishing standards and measure content effectiveness.
• Coach teams and improve internal knowledge for consistency.
• Collaborate with Help Center Product Manager on IA, search, and analytics.

Skills

KCS

Content strategy

Editorial judgment

Analytics

Training & coaching

Tools

Zendesk

Salesforce

Job description

The Nielsen Company is seeking a Knowledge Program Manager for Customer Support to build and lead the knowledge program across customer-facing and internal channels. You will establish standards, governance, and scales for content, and partner with the Help Center Product Manager to empower self-service; this is a hands-on, content-driven role with a focus on KCS maturity.

Responsibilities include driving content quality, publishing standards, measuring impact, coaching teams, and ensuring