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

TheNielsenCompany

Remote City, Remote, us·7h ago

Mid LevelFull-timeReactGitAI

Salary Range

$72,250 - $97,750 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

The company is seeking a Product Manager to lead the strategic vision and execution of their first comprehensive digital support ecosystem. This role will own the 'digital front door' for their global client base, driving a shift from reactive support to proactive, tech-enabled resolution.

Key Responsibilities

→Define and execute the product vision for the customer-facing self-service portal, making it the primary channel for customer engagement and resolution.
→Architect the global support technology stack, including Salesforce, Zendesk, Telephony, and Qualtrics, and own its roadmap and scalability.
→Utilize analytics to identify high-cost friction points and implement strategies to reduce cost-per-contact while increasing Customer Satisfaction (CSAT).
→Design complex routing workflows that route customer issues to the precise resource needed.
→Define the integration architecture between CRM and Support ticketing systems to ensure a unified view of the user.
→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.

Requirements

✓Strategic vision and experience in product management, particularly in digital support ecosystems.
✓Strong understanding of support technology stacks, including Salesforce Service Cloud, Zendesk, and related tools.
✓Experience with analytics and implementing deflection strategies.
✓Ability to design complex routing workflows and integration architectures.
✓Knowledge of AI, automation, and chatbot technologies.
✓Experience defining and tracking KPIs and presenting to leadership.