All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets.
Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put “Reasonable Accommodation in the subject line.
Princeton
Full time Job_Req_43878
Job Description:
About Our Organization:
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).
About the Role
The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.
Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance. You will find that we are a collaborative group focused on delivering excellence during every customer interaction. You will report to the Head of Operational Excellence and be based in our Princeton, NJ Office.
You Will:
Directly manage a team of Strategic Operations Leads and Strategic Operations Analysts
Support, mentor, and motivate your team
Identify business priorities such as growth opportunities or operational weaknesses and help drive the team's strategy and improve or innovate processes
Set the long-term vision and strategy for self-service products and communicate this strategy to all of the relevant participants and stakeholders
Translate self-service product strategy into detailed requirements and prototypes
Scope and prioritize activities based on business and customer impact
Build, track, and operate against detailed project plans for external product initiatives
Research potential technology solutions to already identified process improvements
Implement strategies for scaling Customer Service technology to sustain future growth
Clearly communicate changes in process and technology to stakeholders
Be a partner to global stakeholders in problem-solving
Provide timely status updates to key stakeholders on product initiatives
Leverage insights to determine efficiencies gained through process improvement
You Have:
7+ years of call center business experience
Excellent communication and relationship management skills with a focus on the customer, at all levels of the organization
Analytical skills and experience with interpreting customer data to find patterns and trends
Strong program management skills and ability to keep multiple stakeholders aligned on a single goal
Ability to manage multiple, complex, ongoing tasks, and projects
Willingness to Travel 10/20%
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
Technology acumen and excellent presentation and knowledge transfer skills (preferred)
PMP certification (desired)
Our Benefits
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Medical, Dental and Vision Insurance Plans
Education Benefits
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Subscription Discounts
Employee Referral Program
Learn more about all our US benefits
#LI-Hybrid
Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
Business Area: Dow Jones - Customer Service
Job Category: Project/Program Management
Union Status: Non-Union role
Pay Range: $110,000 - $135,000
We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.
Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.
For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..
