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. The Senior Product Manager, Self-Service & Support Capabilities is responsible for the strategic vision and execution of the company’s digital support ecosystem, transitioning from reactive support to proactive, tech-enabled resolution.

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

Requirements:

• 7+ years of Technical Product Management or Solution Architecture experience within a global contact center or customer experience environment
• Expert-level knowledge of Salesforce Service Cloud and Zendesk ecosystems. (Note: We are looking for a Solution Architect mindset, not just a System Administrator)
• Proven track record of building and launching a self-service portal or digital support channel from the ground up in a greenfield environment
• Demonstrated ability to design integration workflows between CRM, Ticketing, and Telephony systems (API concepts, middleware logic, data mapping)
• Ability to build business cases for technology investments and prove ROI through rigorous data analysis
• Strong methodology (Agile/Scrum) experience to manage complex implementations with cross-functional stakeholders
• Bachelor's degree in Computer Science, Business, or Information Systems; MBA or relevant technical certifications (e.g., Salesforce Architect) is a plus
• Zendesk Guide Specialist & KCS v6 Practices