Senior Customer Support Help Center Architect & Self-Service Product Manager (Zendesk)

Nielsen is a global leader in audience measurement, data and analytics, shaping the future of media.  Measuring behavior across all channels and platforms to discover what audiences love, we empower our clients with trusted intelligence that fuels action.  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.

The Senior Product Manager, Self-Service & Support Capabilities is responsible for the strategic vision, architecture, and execution of the company’s first comprehensive digital support ecosystem. This role owns the "digital front door" for our global client base, driving a strategic shift from reactive, high-touch support to proactive, tech-enabled resolution. You will serve as the Product Owner for the support technology stack, mandated to architect a seamlessly integrated ecosystem between our core platforms (Salesforce Service Cloud, Zendesk). This is a high-impact individual contributor role designed to establish a Center of Excellence for support technology, defining the roadmap for automation, AI-powered virtual assistants, and intelligent routing to transform our global operating model.

 

Responsibilities

• Own the Digital Support Strategy: Define and execute the product vision for the customer-facing self-service portal, transitioning it from a non-existent state to the primary channel for customer engagement and resolution.

• Architect the Support Technology Stack: Act as the lead architect for the global support toolset (Salesforce, Zendesk, Telephony, Qualtrics). Own the roadmap, vendor relationships, and long-term scalability of the platform.

• Drive Financial & Operational ROI: Utilize analytics to identify high-cost friction points. Implement deflection strategies that reduce cost-per-contact while simultaneously increasing Customer Satisfaction (CSAT).

• Engineer Intelligent Routing Logic: Design complex, dynamic routing workflows that intake customer intent and route issues to the precise resource needed—eliminating legacy "email-to-case" inefficiencies and ensuring the right agent gets the right case at the right time.

• Data Strategy & Integration: Define the integration architecture between CRM and Support ticketing systems to ensure a "Single Pane of Glass" view of the user.

• Partner on Content Strategy: Collaborate with the Knowledge Program Manager to govern the information architecture, ensuring the technology platform effectively delivers the content required for self-service success.

• Lead Innovation (AI & Automation): Own the roadmap for next-generation capabilities, including Generative AI, chatbots, and agent-assist technologies, ensuring the organization stays ahead of industry trends.

• Performance Governance: Define the KPIs for the digital channel (e.g., Deflection Rate, Self-Service Success, First Contact Resolution) and present quarterly business reviews (QBRs) to leadership regarding platform performance.

The ideal candidate for this job will have:

• 7+ years of Technical Product Management or Solution Architecture experience within a global contact center or customer experience environment.

• Platform Mastery: Expert-level knowledge of Salesforce Service Cloud and Zendesk ecosystems. (Note: We are looking for a Solution Architect mindset, not just a System Administrator).

• Zero-to-One Experience: Proven track record of building and launching a self-service portal or digital support channel from the ground up in a greenfield environment.

• Integration Fluency: Demonstrated ability to design integration workflows between CRM, Ticketing, and Telephony systems (API concepts, middleware logic, data mapping).

• Analytical Rigor: Ability to build business cases for technology investments and prove ROI through rigorous data analysis.

• Project Leadership: Strong methodology (Agile/Scrum) experience to manage complex implementations with cross-functional stakeholders.

• Education: Bachelor's degree in Computer Science, Business, or Information Systems; MBA or relevant technical certifications (e.g., Salesforce Architect) is a plus.

• Certification or Necessary Technologies: Zendesk Guide Specialist & KCS v6 Practices

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Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, company provided car for those who qualify, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance.

A reasonable estimated salary range for a new employee has been provided. It would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.

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

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