Zendesk Knowledge Program Manager, Customer Support

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.
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Employment type
Full-time

Work arrangement
Yes