Senior Product Manager, Self-Service Tech Support Capabilities

📋 Description

• • The Nielsen Company is embarking on a transformative journey to revolutionize its global client support experience, and at the heart of this initiative is the Senior Product Manager, Self-Service & Support Capabilities. This pivotal role is tasked with architecting and executing the company's inaugural comprehensive digital support ecosystem, establishing a new paradigm for how our global client base interacts with us for assistance. You will be the visionary behind our 'digital front door,' spearheading a strategic pivot from a traditionally reactive, high-touch support model to a proactive, technology-enabled resolution framework. This is a high-impact individual contributor position, designed to lay the foundation for a Center of Excellence in support technology.
• • As the Product Owner for the entire support technology stack, you will be instrumental in architecting a seamlessly integrated ecosystem that bridges our core platforms, specifically Salesforce Service Cloud and Zendesk. Your mandate extends to defining the strategic roadmap for automation, implementing AI-powered virtual assistants, and developing intelligent routing mechanisms to fundamentally transform our global operating model and enhance client satisfaction.
• • **Own the Digital Support Strategy:** You will be responsible for defining and executing the product vision for the customer-facing self-service portal. This involves taking it from its current nascent state to becoming the primary, most effective channel for customer engagement and issue resolution. This includes understanding user journeys, identifying pain points, and designing intuitive, user-friendly interfaces that empower clients to find answers quickly and efficiently.
• • **Architect the Support Technology Stack:** This role demands a deep understanding of our global support toolset, including Salesforce, Zendesk, telephony systems, and customer feedback platforms like Qualtrics. You will act as the lead architect, owning the product roadmap, managing key vendor relationships, and ensuring the long-term scalability and robustness of the platform. This involves evaluating new technologies, making build-vs-buy decisions, and ensuring seamless integration across all components.
• • **Drive Financial & Operational ROI:** A critical aspect of this role is leveraging data analytics to pinpoint high-cost friction points within the current support operations. You will be tasked with designing and implementing effective deflection strategies that demonstrably reduce the cost-per-contact while simultaneously elevating Customer Satisfaction (CSAT) scores. This requires a data-driven approach to problem-solving and a keen eye for operational efficiency.
• • **Engineer Intelligent Routing Logic:** You will design and implement complex, dynamic routing workflows that accurately intake customer intent and direct inquiries to the most appropriate resource. This initiative aims to eliminate the inefficiencies of legacy systems, such as 'email-to-case,' and ensure that every customer issue is handled by the right agent, with the right expertise, at the right time, thereby optimizing resolution times and agent productivity.
• • **Data Strategy & Integration:** A core responsibility is defining the integration architecture between our Customer Relationship Management (CRM) system and our support ticketing systems. The goal is to establish a 'Single Pane of Glass' view of the customer, providing support agents and stakeholders with a holistic understanding of client interactions, history, and needs, enabling more personalized and effective support.
• • **Partner on Content Strategy:** You will collaborate closely with the Knowledge Program Manager to govern the information architecture of our support resources. This partnership is crucial to ensure that the technology platform effectively surfaces and delivers the content required for successful self-service, making it easy for clients to find and utilize relevant knowledge base articles, FAQs, and guides.
• • **Lead Innovation (AI & Automation):** You will own the product roadmap for next-generation support capabilities, with a strong focus on Artificial Intelligence (AI) and automation. This includes exploring and implementing Generative AI solutions, advanced chatbots, and agent-assist technologies to keep Nielsen at the forefront of industry innovation and deliver cutting-edge support experiences.
• • **Performance Governance:** You will be responsible for defining key performance indicators (KPIs) for the digital support channel, such as Deflection Rate, Self-Service Success Rate, and First Contact Resolution. You will also be responsible for presenting comprehensive quarterly business reviews (QBRs) to leadership, detailing platform performance, insights, and strategic recommendations for continuous improvement.