Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a agile team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description

Role Summary
We are seeking a high-impact Technical Program Manager (TPM) to lead the strategy, evolution, and technical stability of our Customer Experience (CX) ecosystem. Having completed a migration from Salesforce to Zendesk Enterprise, we are now building a proactive, automated, high-efficiency CRM.
In this role,



you will serve as the "Enterprise Systems & AI Product Owner." You will lead a team of two Zendesk Specialists, collaborate directly with enterprise clients to scope API integrations, and drive cross-functional engineering projects. You will be responsible for turning Zendesk into an AI-enabled workspace—deploying Zendesk Copilot, AI Agents for deflection, Zendesk AutoQA, Zendesk WFM, Glean Enterprise Search, and Gemini LLM integrations.
Key Responsibilities
Strategic AI Ecosystem & Native Zendesk Optimization
Autonomous AI Deflection: Build, optimize, and oversee Zendesk AI Agents (Bots) to increase self-service resolution rates for Tier-1 inquiries.
Agent Copilot & Productivity: Architect and fine-tune Zendesk Copilot (Auto-Assist workflows, real-time ticket summarization, and suggested next actions) to reduce Average Handle Time (AHT) and cognitive load.
100% Automated Quality Governance: Established Zendesk AutoQA scorecards and automated grading logic to continuous

📌 Technical Manager Mumbai
🏢 The Nielsen
📍 Mumbai