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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Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility.

Compensation Transparency: The posted base salary range is a reasonable estimate that  may be adjusted based on the final work location of the selected employee. Individual pay within the range is determined by factors such as experience, training, geography, certifications, and business needs. Beyond base salary, this role may be eligible for bonuses, equity, or other incentives.

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

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