The Nielsen Company is hiring a Senior Product Manager, Self-Service & Support Capabilities. You will be 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.
What You'll Do
- 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.
- Act as the lead architect for the global support toolset (Salesforce, Zendesk, Telephony, Qualtrics), owning the roadmap, vendor relationships, and long-term scalability.
- Utilize analytics to identify high-cost friction points and implement deflection strategies that reduce cost-per-contact while increasing Customer Satisfaction.
- Design complex, dynamic routing workflows that intake customer intent and route issues to the precise resource needed.
- Define the integration architecture between CRM and Support ticketing systems to ensure a 'Single Pane of Glass' view.
- Collaborate with the Knowledge Program Manager to govern the information architecture for self-service success.
- Own the roadmap for next-generation capabilities, including Generative AI, chatbots, and agent-assist technologies.
- Define KPIs for the digital channel and present quarterly business reviews to leadership regarding platform performance.
What We're Looking For
- 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.
- Proven track record of building and launching a self-service portal or digital support channel from the ground up.
- Demonstrated ability to design integration workflows between CRM, Ticketing, and Telephony systems.
- 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.
- Zendesk Guide Specialist & KCS v6 Practices certification or necessary technologies.
Nice to Have
- MBA or relevant technical certifications (e.g., Salesforce Architect).
Technical Stack
- Salesforce Service Cloud
- Zendesk
- Telephony systems
- Qualtrics
Benefits & Compensation
- Health & wellness plans
- 401(k) retirement with company match
- Generous paid time off policy
- Company provided car for those who qualify
- Discretionary incentive/bonus if eligible
Work Mode
This is a remote position.
Nielsen is committed to excellence, perseverance, and the ambition to make an impact together. Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.
