Knowledge Program Manager, Customer Support

Nielsen

. Build and lead Nielsen Customer Support’s knowledge program .

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSenior💰 $102,520 - $190,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Knowledge-Centered Service (KCS) principles and practices, with a strong focus on content governance, quality standards, and customer self-service outcomes. Proven ability to lead knowledge management initiatives and coach teams to enhance support content effectiveness and usability.

Highest-signal resume keywords

KCS CertificationKnowledge ManagementContent GovernanceCustomer Support ExperienceAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KCS PrinciplesContent Quality AssessmentContent Lifecycle PracticesKnowledge Effectiveness MeasurementSelf-Service Performance Metrics

Soft Skills

CoachingTrainingFacilitationCommunicationChange Management

Tools & Technologies

ZendeskSalesforceCRM PlatformsKnowledge Management Systems

Certifications & Qualifications

KCS v6 PracticesKCS v6 Trainer

Industry Keywords

Customer SupportKnowledge ManagementContent StrategySupport Content GovernanceCustomer Orientation

About the role

Key responsibilities & impact

Build and lead Nielsen Customer Support’s knowledge program
Establish strategy, governance, standards, and priorities for customer-facing support content
Ensure customers can find accurate, relevant, high-quality content and resolve common needs independently
Identify and prioritize knowledge gaps using customer demand, search behavior, support cases, and feedback
Serve as final authority for customer-facing Customer Support content published to customers
Define and use measures for content quality, coverage, findability, usefulness, and self-service success
Partner with the Help Center Product Manager on information architecture, search, customer journeys, analytics, and self-service performance
Establish KCS workflows, governance, roles, measures, and operating practices
Coach leaders, associates, and subject-matter experts through training, workshops, content reviews, editing, templates, and ongoing coaching
Ensure internal SOPs, procedures, and support knowledge are accurate and easy to use
Measure KCS adoption and program health and drive continuous improvement
Serve as Nielsen’s KCS expert and provide expert guidance across the organization

Requirements

What you’ll need

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
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 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

Benefits

Comp & perks

Comprehensive health and wellness plans
401(k) with a Nielsen company match
Generous paid time off policy
Company-provided vehicle and/or discretionary incentive/bonus eligibility, depending on the role
Potential eligibility for bonuses, equity, or other incentives