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

📋 Description

• • As the Senior Product Manager, Self-Service & Support Capabilities, you will be instrumental in shaping the future of customer interaction at The Nielsen Company. This pivotal role is tasked with architecting and executing our organization's first comprehensive digital support ecosystem, establishing a new standard for how our global client base engages with us. You will be the visionary behind our 'digital front door,' spearheading a strategic transformation from a traditionally reactive, high-touch support model to a proactive, technology-enabled resolution paradigm. This is a unique opportunity to build from the ground up and define the strategic direction for customer support technology.
• • In this high-impact individual contributor role, you will serve as the dedicated Product Owner for our entire support technology stack. Your mandate is to architect a seamlessly integrated ecosystem that harmonizes our core platforms, specifically Salesforce Service Cloud and Zendesk. This integration is critical for providing a unified and efficient support experience for our clients.
• • You will be the driving force behind establishing a Center of Excellence for support technology. This involves defining a clear and ambitious roadmap for implementing advanced capabilities such as automation, AI-powered virtual assistants, and intelligent routing systems. The ultimate goal is to fundamentally transform our global operating model, making it more agile, efficient, and customer-centric.
• • Your responsibilities will encompass owning the overarching Digital Support Strategy. This means defining and executing the product vision for our customer-facing self-service portal. You will transition this portal from its current nascent state to become the primary, preferred channel for all customer engagement and issue resolution, significantly reducing reliance on traditional support channels.
• • A core aspect of this role is to Architect the Support Technology Stack. You will act as the lead architect for our global support toolset, which includes Salesforce, Zendesk, our telephony systems, and Qualtrics. This involves owning the product roadmap, managing critical vendor relationships, and ensuring the long-term scalability and robustness of the platform.
• • You will be tasked with Driving Financial & Operational ROI. This requires a data-driven approach, utilizing analytics to pinpoint high-cost friction points within the customer journey. Your strategies will focus on implementing effective deflection techniques that demonstrably reduce the cost-per-contact while simultaneously enhancing Customer Satisfaction (CSAT) scores. This dual objective ensures both efficiency and client delight.
• • A key innovation you will engineer is Intelligent Routing Logic. You will design sophisticated, dynamic routing workflows capable of accurately intake customer intent and directing issues to the most appropriate resource. This will eliminate the inefficiencies of legacy 'email-to-case' systems and guarantee that the right agent receives the right case at the right time, optimizing resource allocation and response times.
• • You will also define the Data Strategy & Integration architecture. This involves ensuring seamless integration between our CRM (Salesforce) and support ticketing systems (Zendesk) to provide a true 'Single Pane of Glass' view of each user's history and interactions, enabling more informed and personalized support.
• • Collaboration is key, and you will Partner on Content Strategy. Working closely with the Knowledge Program Manager, you will govern the information architecture of our support resources, ensuring that the technology platform effectively surfaces and delivers the content necessary for successful self-service resolution.
• • You will Lead Innovation (AI & Automation) by owning the roadmap for next-generation capabilities. This includes exploring and implementing Generative AI, advanced chatbots, and agent-assist technologies to ensure The Nielsen Company remains at the forefront of industry advancements in customer support.
• • Finally, you will establish Performance Governance. This involves defining critical Key Performance Indicators (KPIs) for the digital channel, such as Deflection Rate, Self-Service Success Rate, and First Contact Resolution. You will be responsible for presenting quarterly business reviews (QBRs) to senior leadership, providing insights into platform performance and strategic recommendations for continuous improvement.