Senior Product Manager, Self-Service Tech & Support Capabilities at TheNielsenCompany

About the Role

The company is seeking a Product Manager to develop and execute the strategic vision for their first comprehensive digital support ecosystem. This role will lead the transformation from reactive support to proactive, tech-enabled solutions for a global client base.

Key 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.