Knowledge Program Manager, Customer Support - Remote Eligible

Knowledge Program Manager, Customer Support

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.

Job Description

The Knowledge Program Manager is responsible for establishing the customer support team's Knowledge-Centered Service (KCS) foundation and leading the program to success. The primary goal of this role is to improve how the customer support team creates, shares, and uses knowledge and content to enhance the customer experience and increase operational efficiency. You will act as the primary champion for KCS, driving its adoption and maturity across all teams and ensuring the long-term health and value of our knowledge base. This is an excellent opportunity for a KCS expert to plan and design a knowledge program from the ground up and drive adoption in a global environment. This is an individual contributor role that is designed to establish KCS excellence within the Nielsen customer support team for the first time. The right candidate will serve as an enthusiastic trainer and advocate for KCS at all levels, from executive to front-line representative and serve as a strong and experienced change agent to help us drive transformation.

Responsibilities

• Own the strategy, drive execution: Independently develop, implement, and manage the customer support KCS strategy and roadmap.
• Facilitate training, workshops, and coach the global customer support team on KCS principles and best practices.
• Oversee the knowledge base, ensuring content quality, accuracy, and usability.
• Define and analyze key KCS metrics to measure program health and report on its business impact.
• Set a high bar for content quality, serve as a communication role model and set high standards.
• Own knowledge program performance measurement and analytics:
• Define the knowledge program KPIs and metrics framework
• Generate actionable and data-driven insights that drive continuous improvement
• Partner with business intelligence to instrument tracking and reporting mechanisms
• Support self-service capabilities through the introduction of high-quality and relevant external content
• Responsible for producing and managing customer-facing content
• Deliver and develop outstanding internal and external content including:
• Training videos for both agents and customers
• FAQs, Help articles
• User guides
• Policies and Procedures
• Lead efforts for customer support adoption, including:
• Conducting audits on agent usability
• Surveying and gathering feedback from agents on functionality and relevancy
• Conducting agent workshops to gather feedback on knowledge base performance
• Creating and delivering action plans based on the outcome
• Leading the Knowledge Management Program for managing content:
• Ensuring deployment and ongoing success of the knowledge program including content development and maintenance strategies
• Encouraging agents to create, identify opportunities, update and retire content
• Establish key measures to manage program efficiency and drive continuous improvement
• Establishing and communicating a change-management process to leadership
• Ability to present data findings and recommendations to key stakeholders and executive leadership
• Lead the continuous evaluation of our knowledge management tech stack with enablement stakeholders to recommend and implement solutions that support long-term scalability.
• Working hours and flexibility: The customer support team is a global organization and the person in this role will need to adjust their schedule as needed to accommodate business needs and meetings as needed.

Qualifications

• KCS v6 Practices or KCS v6 Trainer certification.
• Proven experience successfully managing or implementing a KCS program.
• Strong understanding of KCS principles, practices, and metrics.
• Ability to execute KCS with Salesforce and/or Zendesk platforms
• Excellent skills in communication, training, and change management.
• Experience designing knowledge flows including decision tree modeling and user knowledge journeys
• 3-5 years' experience in program or project management within a customer support or technical environment.
• 3-5 years' experience with Knowledge Management platforms, CRM, and support tools.
• Strong data analysis and reporting skills
• Prior experience in instructional design, training, and workshop facilitation a plus
• Prior experience in the audience measurement, advertising, or media industry a plus
• Experience in multimedia content creation (e.g. instructional videos) is a plus

Additional Information

Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, company provided car for those who qualify, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance. A reasonable estimated salary range for a new employee has been provided. It would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.

Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.