Zendesk Knowledge Program Manager, Customer Support
About The Position
The Knowledge Program Manager builds and leads Nielsen Customer Support’s knowledge program, ensuring customers can find accurate, relevant, high-quality content when they need help. The role owns the quality, governance, coverage, and effectiveness of Customer Support knowledge across customer-facing and internal channels, and establishes the standards, workflows, and measures for creating, reviewing, publishing, improving, and retiring knowledge. This hands-on role works directly with support leaders and associates to strengthen KCS practices, identify knowledge gaps, inspect and improve content, develop templates and standards, and mature the program. The Knowledge Program Manager owns the content powering the Help Center and partners with the Help Center Product Manager, who owns the platform and digital experience. The role also coaches teams, maintains internal support knowledge, measures program effectiveness and adoption, and advocates for KCS methodology across the organization.
Requirements
- KCS certification, such as KCS v6 Practices, KCS v6 Trainer, or another recognized KCS certification.
- 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 editorial judgment, including 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 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.
Responsibilities
- Establish the strategy, governance, standards, and priorities for customer-facing Customer Support content.
- Ensure customers can find content to resolve common needs independently; identify and prioritize content gaps using customer demand, search behavior, support cases, feedback, and other signals.
- Serve as the final authority for Customer Support content published to customers, ensuring it is accurate, relevant, clear, usable, and publication-ready.
- Define and use measures for content quality, coverage, findability, usefulness, and self-service success to drive continuous improvement.
- Own Help Center content and 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, and embed them in Customer Support’s day-to-day work.
- Coach and enable leaders, associates, and subject-matter experts in knowledge creation and reuse through training, workshops, reviews, editing, templates, and ongoing coaching.
- Ensure internal SOPs, procedures, and support knowledge are accurate and easy to use so associates can serve customers consistently and efficiently.
- Measure KCS adoption and program health, identify improvement opportunities, and turn data and feedback into actions.
- Advocate for KCS methodology, provide expert guidance across the organization, and help build knowledge-management capability and maturity.
Benefits
- Comprehensive health and wellness plans.
- 401(k) with a Nielsen company match.
- Generous paid time off policy.
- Depending on the role, a company-provided vehicle and/or discretionary incentive or bonus eligibility may be available.
- This role may be eligible for bonuses, equity, or other incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
