Zendesk Knowledge Program Manager, Customer Support

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. 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. 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. Strong analytical skills and the ability to turn data and feedback into actionable improvements. 3–5 years of relevant experience in knowledge management, KCS, customer support, program management, or a related discipline. #LI-AW1 Enabling your best to power a better media future. Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility. Compensation Transparency: The posted base salary range is a reasonable estimate that may be adjusted based on the final work location of the selected employee. Individual pay within the range is determined by factors such as experience, training, geography, certifications, and business needs. Beyond base salary, this role may be eligible for bonuses, equity, or other incentives . Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class. Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @ address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels. 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.