Hiring: Zendesk Knowledge Program Manager, Customer Support Company: Nielsen Location: United States Job Posted Time: 2026-09-10 10:58:14 Target Skills & Keywords : Information Architecture, Product Management, Program Management, Salesforce, Zendesk About the job Experience: •5 years of relevant experience in knowledge management, KCS, customer support, program management, or a related discipline. Required Skills: •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. 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. •Comprehensive expertise in 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. •Strong coaching, training, facilitation, communication, and change-management skills. •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. •Enabling your best to power a better media future. Compensation: •This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!