Zendesk Knowledge Program Manager, Customer Support
Core
Build and lead the Customer Support knowledge program to ensure customers find accurate, relevant, high-quality content for self-service resolution.
Role type
Senior IC Knowledge Program Manager (KCS)
Builds
Customer-facing knowledge base, internal SOPs, and KCS workflows for Nielsen's support teams
Domain
Media & Advertising / Customer Support / Knowledge Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
KCS methodology expertise, content governance, program management, data analysis, coaching, change management, editorial judgment
Preferred skills
Zendesk and Salesforce platform experience, KCS certification (v6 Practices or Trainer)
Technologies
Zendesk, Salesforce
Responsibilities
Establish strategy and governance for customer-facing knowledge content; drive self-service success by identifying content gaps; serve as final authority for content quality and publishing standards; measure and improve content effectiveness; build and mature the internal KCS practice; coach support teams on knowledge creation and reuse; partner with the Help Center Product Manager on information architecture and self-service performance.
Seniority
Senior, hands-on IC
