Knowledge Program Manager, KCS & Self-Service

The Nielsen Company; United States; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

401(k) with Nielsen match

Health and wellness benefits

Generous paid time off

Job summary

The Nielsen Company is seeking a Knowledge Program Manager to lead the Customer Support knowledge program. You will own strategy, governance, quality standards, and publishing for customer-facing and internal knowledge, elevating self-service and content maturity across the organization.

You will partner with the Help Center Product Manager to align information architecture, search, and analytics while coaching teams to improve knowledge creation, reuse, and overall support outcomes.

Qualifications

• KCS certification required.
• Experience implementing, leading, or maturing a KCS program in a customer support environment.
• Strong customer orientation and editorial judgment for content clarity and usability.
• Experience with knowledge-management, CRM, and support platforms such as Zendesk and Salesforce.
• 3-5 years of relevant experience in knowledge management, KCS, customer support, or program management.

Responsibilities

• Own the customer-facing knowledge program: establish strategy, governance, standards, and priorities for Customer Support content.
• Drive self-service success: identify gaps via customer demand, search behavior, support cases, feedback, and signals.
• Own content quality and publishing standards: ensure accuracy, relevance, clarity, and publish readiness.
• Measure content quality, coverage, findability, usefulness, and self-service impact; drive continuous improvement.
• Partner with Help Center Product Manager to own content powering the Help Center and analytics; ensure alignment with platform and user journeys.
• Build and mature Nielsen's KCS practice with workflows, governance, roles, and operating practices.
• Coach teams to improve knowledge creation and reuse through training, reviews, and templates.

Skills

KCS certification

Knowledge management

Editorial judgment

Change management

Stakeholder collaboration

Tools

Zendesk

Salesforce

Job description

The Nielsen Company is seeking a Knowledge Program Manager to lead the Customer Support knowledge program. You will own strategy, governance, quality standards, and publishing for customer-facing and internal knowledge, elevating self-service and content maturity across the organization.

You will partner with the Help Center Product Manager to align information architecture, search, and analytics while coaching teams to improve knowledge creation, reuse, and overall support outcomes.