Knowledge Program Manager - Customer Support & Self-Service

SmartRecruiters, Inc.; Northern (KY); Hybrid; USD 103,000 - 190,000; Full time

Benefits offered by this job

Health and wellness plans

401(k) with company match

Generous paid time off

Vehicle and/or incentive eligibility

Job summary

Nielsen is seeking a Knowledge Program Manager to lead the Customer Support knowledge program, ensuring high-quality content and governance across customer-facing and internal channels. You will establish standards, workflows, and measures for knowledge creation, review, publication, and retirement, working with leaders to raise program maturity and effectiveness.

This is a hands-on role that includes coaching teams and building templates for self-service.

Qualifications

• KCS certification required, such as KCS v6 Practices, or similar.
• Experience implementing or maturing a KCS program in a customer support environment.
• Deep understanding of KCS principles, workflows, governance, and measures.
• Strong editorial judgment with the ability to assess and improve support content for clarity, quality, and usability.
• Experience establishing content governance, quality standards, publishing processes, and content lifecycle practices.
• Experience measuring knowledge effectiveness and customer self-service outcomes.
• Strong coaching, training, facilitation, communication, and change-management skills.
• Experience with knowledge-management, CRM, and support platforms such as Zendesk and Salesforce.
• 3-5 years of relevant experience in knowledge management, knowledge-centered service, customer support, program management, or related discipline.

Responsibilities

• 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.
• 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.
• Build and mature Nielsen’s KCS practice: Establish KCS workflows, governance, roles, measures, and operating practices.
• Coach and enable teams: Work hands-on with leaders, associates, and SMEs 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, and translate data into actions.
• Serve as Nielsen’s KCS expert: Advocate for KCS methodology and help build broader knowledge-management capability.

Skills

KCS certification

KCS program experience

Content governance

Editorial judgment

Knowledge management

Zendesk

Salesforce

Analytics

Coaching & training

Tools

Zendesk

Salesforce

Job description

Nielsen is seeking a Knowledge Program Manager to lead the Customer Support knowledge program, ensuring high-quality content and governance across customer-facing and internal channels. You will establish standards, workflows, and measures for knowledge creation, review, publication, and retirement, working with leaders to raise program maturity and effectiveness.

This is a hands-on role that includes coaching teams and building templates for self-service.