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Intern - Occupational Therapy Assistant
Pine Rest Christian Mental Health Services
Grand Rapids, MI
…psycho-educational interventions to plan, organize and implement a program of ancillary services. Screen patients' capabilities, needs, interests and goals to support an individualized…
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Bone Dexa Tech
University of Michigan Health-West
Grand Rapids, MI
…Bone Dexa Tech. Under the direct supervision of the Radiology Manager of Operations A Bone Densitometry Technologist is to perform Bone Densitometry Scans. The responsibilities include…
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PR
Clinical Social Worker Neurodevelopmental Disorders Unit Pediatric Center Full Time
Pine Rest Christian Mental Health Services
Grand Rapids, MI
- Full-time
Responsible to monitor for and report to the manager, attending physician, or appropriate team leader any potential risk to patient safety that could lead to an adverse outcomes.
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Senior Process Assurance Engineer
GE Aerospace
Grand Rapids, MI
The Sr Quality Engineer for Process Assurance reports to the Sub-Section Manager for Process Assurance within the Chief Engineer’s Office for Avionics. Process Assurance provides…
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Entry-level Lube Tech/Technician
Valvoline
Grand Rapids, MI
- $17.5 USD / hour
Employee Assistance Program (EAP): Quick, free, and confidential well-being support for all areas of life, including personal and work relationships, family, mental health, and legal issues.
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IT Automation Solution Architect
Henry Ford Health System
Detroit, MI
…operations. The Architect takes general direction from Automation Program Manager or their Director/Leadership and will be a member of the Henry Ford Health Automation Center of Excellence.…
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Agentic Commerce Senior Manager | Industrial
Accenture
Detroit, MI
- $132,500 to $338,300 USD / year
We are seeking a Senior Manager to lead the design and delivery of agentic commerce transformation programs for industrial clients. This role will help manufacturers, equipment OEMs,…
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Agentic Commerce Senior Manager | GEO & Search
Accenture
Detroit, MI
- $132,500 to $338,300 USD / year
We are seeking a Senior Manager to help lead the design and delivery of generative engine optimization and digital ecosystem transformation programs. This role sits directly below the…
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FLOATING RETAIL MANAGER - ORLANDO, FL
Compass Group, North America
Detroit, MI
Working as a Retail Manager supporting Morrison Healthcare accounts throughout the Florida market, you will help lead successful retail and cafeteria operations in partnership with account…
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Personal Banker Associate I-8 Mile and Livernois/Metro Detroit Forward Hire
Fifth Third Bank, N.A.
Detroit, MI
…Banker I after completing a 4-8 week on-boarding and education program that includes rotations in operations and Sales & Service. There will be a certification at the conclusion of the…
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Personal Banker Associate I- Gratiot and Chene/Metro Detroit Forward Hire
Fifth Third Bank, N.A.
Detroit, MI
…Banker I after completing a 4-8 week on-boarding and education program that includes rotations in operations and Sales & Service. There will be a certification at the conclusion of the…
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Manager of Patient Services - Med Surg
Tenet Healthcare
Detroit, MI
…and DMC objectives. Model customer service excellence. The Manager Patient Services positions with responsibility for providing business support to Nursing operations, identify the need for…
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Account Manager - Growth Markets
Zayo
Lansing, MI
Zayo is seeking an Account Manager - Growth Markets to support existing and prospective customers across an assigned book of Growth Markets accounts within our State, Local, and Education…
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Medicaid Implementation Senior Project Manager
Humana
Lansing, MI
Humana Healthy Horizons is seeking a Medicaid Implementation Senior Project Manager to manage all aspects of a project, from start to finish, so that it is completed on time and within…
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Care Manager, Telephonic Nurse
CenterWell
Lansing, MI
As a Care Manager, Telephonic Nurse , you will report directly to the Manager, Care Management. You will help to ensure optimal continuity of care for patients transitioning into and out of…
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Product Manager - Technical
Intermountain Health
Lansing, MI
The Technical Product Manager is responsible for driving the development and management of technology-driven products and solutions that support our health plan operations. Collaborates…
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C
Regional Maintenance Manager
CBRE
Lansing, MI
- $200,000 to $210,000 USD / year
…looking for a skilled and forward-thinking Regional Maintenance Manager (RMM) to join our growing team as we work to service one of the world’s largest online…
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Pharmacy Eligibility/Claims Business Analyst
CVS Health
Lansing, MI
2-3 years experience as a business analyst/project manager
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Pharmacy Technician Central Fulfillment
Intermountain Health
Lansing, MI
…pharmacists and pharmacy technicians work collaboratively to support safe, accurate home delivery of prescribed medications. This on‑site, warehouse‑style role supports prescription…
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Program Manager - Lansing, MI
Smurfit Westrock
Lansing, MI
The Program Managers serves as the operational leader within assigned Account Teams, ensuring plans, timelines, communication, reporting, budgets, and execution activities are organized,…
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Facets Product Consultant - Manager
Cognizant
Lansing, MI
- $113,000 to $130,000 USD / year
…States . Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing…
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Archer IRM Developer / Administrator
Cognizant
Lansing, MI
We are seeking an experienced Archer IRM Developer / Administrator to design, configure, enhance, and support enterprise Governance, Risk, and Compliance (GRC) solutions. This role will…
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Network Development Manager
Meta
Lansing, MI
…and AI infrastructure.We are seeking a Network Development Manager (NDM) to support the commercial development and delivery of fiber network capacity across the North American production…
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Multifunctional Quality Manager - L5
Lockheed Martin
Fort Worth, TX · Fort Worth
At Lockheed Martin, we know mission success starts with taking care of our people. Our Total Rewards program is designed to attract top talent, support your well-being, and help you grow -…
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Program Management Stf - E4
Lockheed Martin
Fort Worth, TX · Fort Worth
This requistion is for a Program Manager in the F-35 Deputy PMO supporting Affordability, Cost Competiveness and assorted Program activities. Directs all phases of programs from inception…

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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