Jobs in the United States

25+ jobs

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Added 7 mins ago
Onsite Oversight Quality Manager
Kiwa
Pennsylvania-Homer City
Kiwa PPI is seeking an experienced Onsite Oversight Quality Manager for a contract / freelance (1099) assignment supporting a major construction project. This position will provide onsite…
Added 11 mins ago
Senior Manager, Behavioral Health, Psychology
Kaiser Permanente
Rancho Cordova, CA
Manages client care by: providing direction to ensure effective member/patient advocacy as well as implementing customer feedback and/or investigating and resolving member/patient…
Added 14 mins ago
Architectural Project Manager - Science, Technology & Industry
Colliers Engineering & Design
Lansing, MI · Grand Rapids, MI · Southfield, MI
Colliers Engineering & Design is currently seeking a licensed Architectural Project Manager to join our Science, Technology, & Industry team in Lansing, Grand Rapids, or Southfield, MI…
Added 17 mins ago
Boutique Director, Sandro/Maje, Meatpacking District
SMCP NORTH AMERICA (US, CANADA)
NY
As an Area Manager, you’ll be leading a group of stores to success by driving performance, fostering a motivating culture, and ensuring operational excellence. Your role will involve…
Added 27 mins ago
Senior Manager, Performance and Quality
CVS Health
Remote, United States
As the Senior Manager, Performance and Quality, you'll lead proposal development and formal client responses for the account, and coordinate the team's responses to client, external, and…
Added 27 mins ago
EC
Infrastructure Specialist
Eaton Corporation
Greenwood, SC
- $84,000 to $123,000 USD / year
The expected annual salary range for this role is $84000 - $123000 a year. This position is also eligible for a variable incentive program.
Added 27 mins ago
Global Marketing Programs - Creative Propositions Lead
Arrow Electronics
Florence, SC
Arrow is seeking an innovative and experienced marketing manager to lead marketing for ArrowSphere, Arrow's digital platform. The ideal candidate understands how technology platforms create…
Added 27 mins ago
Payments & Deposit Operations Representative I (US)
TD Bank
Columbia, SC
Added 33 mins ago
IC
Building Engineer
ISS Conversational ATS
WESTFORD, MA
- $35 to $45 USD / hour
…and disability insurance, as well as a comprehensive leave program based on employment status. The hourly pay range for this position is $35 - $45…
Added 39 mins ago
Assistant Project Manager - Eurofins Environment Testing - Arvada, CO
Eurofins US Network
Arvada, CO
The Assistant Project Manager supports the Project Management staff in servicing clients to meet the Client Service Organization mission.
Added 39 mins ago
Sterility Supervisor
Eurofins US Network
Centennial, CO
The Laboratory Supervisor (LS) will work under the general direction and guidance of the Department Manager and Laboratory Operations Management. The LS will perform job duties in…
Added 39 mins ago
Global Marketing Programs - Creative Propositions Lead
Arrow Electronics
Greenwood Village, CO
Arrow is seeking an innovative and experienced marketing manager to lead marketing for ArrowSphere, Arrow's digital platform. The ideal candidate understands how technology platforms create…
Added 39 mins ago
II
Manager, F5 & Application Delivery
IDR Inc.
Englewood, CO
- $79.47 USD / hour
IDR is seeking a Manager, F5 & Application Delivery to join one of our top clients for an opportunity in Englewood, Colorado. In this role, you will lead the team responsible for the…
Added 39 mins ago
Senior F5 Engineer
IDR Inc.
Englewood, CO
…Industry Experience in 4 major markets - Employee Stock Ownership Program - Dedicated Engagement Manager who is committed to you and your success. - Medical, Dental, Vision, and Life…
Added 39 mins ago
Senior Regional Risk Manager
Ameriprise Financial
Denver, CO
Added 40 mins ago
XE
IT Operations Manager
Xcel Energy
Denver, CO
- $97,600 to $138,600 USD / year
The IT Operations Manager is responsible for operational IT services and corresponding SLAs pertaining to their respective domain. They will lead the team and oversee day to day activities…
Added 40 mins ago
II
Product Owner – ServiceNow Platform
IDR Inc.
Denver, CO
- $62.5 USD / hour
…Industry Experience in 4 major markets - Employee Stock Ownership Program - Dedicated Engagement Manager who is committed to you and your success. - Medical, Dental, Vision, and Life…
Added 40 mins ago
AI
Asset Management Operations Manager - Grand Junction, CO
ASRC Industrial Services
Grand Junction, CO
- $115,000 to $145,000 USD / year
RSI is recruiting for aAsset Management Operations Manager who will drive strategy, execution, synergy, and provides overall leadership support to the Personal Property, Fleet/MOVE,…
Added 40 mins ago
AI
Asset Management Operations Manager - Westminster, CO
ASRC Industrial Services
Westminster, CO
- $115,000 to $145,000 USD / year
RSI is recruiting for aAsset Management Operations Manager who will drive strategy, execution, synergy, and provides overall leadership support to the Personal Property, Fleet/MOVE,…
Added 42 mins ago
Licensed Practical Nurse / LPN, $10,000 Bonus Package-Home Health
AccentCare, Inc.
Flowood, MS
Re-evaluates client’s nursing needs and reports findings to Case Manager.
Added 44 mins ago
IC
Federal Education Technician full time (Must be Master's degree)
InfiniSource Consulting Solutions
Maxwell AFB, AL
- $40,000 to $42,000 USD / year
- Full-time
…Studies also known as the Air Force Civilian Associate Degree Program’s (CADP) focus is to provide foundational leadership, management, behavioral and air power development for Air Force…
Added 47 mins ago
Study Abroad Advisor
CIEE Inc
Remote, United States
Department: Senior Manager, Enrollment Advising
Added 1 hour ago
Study Design Lead – Clinical Research , Central Labs Services
Labcorp
Indianapolis, IN
Serve as a consultant on study design decisions, collaborating with the Global Study Manager (GSM) to identify risks and budget implications, and expanding advisory support at the program…
Added 1 hour ago
Senior Audit Manager - Jeffersonville Area
State of Indiana
Jeffersonville, IN
The Senior Audit Manager provides high level leadership in planning, executing, and overseeing financial statement audits for governmental entities across Indiana. This position ensures all…
Added 1 hour ago
Senior Audit Manager - Bloomington Area
State of Indiana
Bloomington, IN
The Senior Audit Manager provides high level leadership in planning, executing, and overseeing financial statement audits for governmental entities across Indiana. This position ensures all…

The Nielsen Company

Zendesk Knowledge Program Manager, Customer Support

Remote, United States

$102,520 to $190,300 USD / year

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Job details

Pay: $102,520 to $190,300 USD / year
Experience: 3–5 years of relevant experience in knowledge management, KCS, customer support, program management, or a related discipline.
Posting language: English
Posted: Nov 3, 2026

Original job description

Company Description 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 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.

Qualifications

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.

Additional Information

Enabling your best to power a better media future. Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility. Compensation Transparency: The posted base salary range is a reasonable estimate that may be adjusted based on the final work location of the selected employee. Individual pay within the range is determined by factors such as experience, training, geography, certifications, and business needs. Beyond base salary, this role may be eligible for bonuses, equity, or other incentives.

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

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.

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