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Senior Manager, Customer Service Excellence

4 months ago

Princeton, New Jersey, United States Dow Jones Full time

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. The Customer Service Excellence (CSE) team's mission is: To improve the DJCS employee experience by focusing on three key areas: Communication, Connection, and Culture. You will be based in our Princeton, New Jersey office and report to the Director of Business Operations.

You Will: Management:

  • Manage day-to-day responsibilities of the Customer Service Excellence team
  • Define sub-departmental roadmap and project plans by creating clear ownership and deadlines
  • Collaborate with SVP, Customer Service and Director, Business Operations on ad-hoc operational needs
  • Ensure team deadlines, projects, and goals are met and delivered
  • Own team goal planning, performance reviews, and sub-department quarterly business reviews
  • Elevate and support the professional development of all team members by coaching, mentoring, and creating a growth mindset

Stakeholder Management:

  • Act as point of contact for the Customer Service Excellence Team for internal teams and external stakeholders and for intake of all CSE-related projects and requests
  • Partner with other departments to promote good collaboration and minimize duplication of efforts across the business
  • Own external communication plan and ensure all materials are vetted and appropriate for audiences
  • Liaise with all levels of Leadership to promote programming and ensure buy-in
  • Set clear expectations with stakeholders and build trusted relationships that support the team's mission

Communications & Project Management:

  • Own department-wide communications; manage all communication channels internal and external facing
  • Prepare briefs, decks, and supporting presentation materials for all levels of the organization
  • Develop and maintain governance for communications processes and standards
  • Support with new hire/onboarding communications to ensure they are timely and accurate
  • Organize regular team events including socials, all staff department meetings, workshops, and training events
  • Oversee all elements of department culture initiatives from initial ideation and planning, preparing roadmaps and collateral, organizing logistics and requirements, through execution
  • Partner with Dow Jones People Team, Corporate Communication Teams, and other departments to help align goals
  • Act as a champion for our department's mission and values

Business Planning

  • Manage CSE Team budget and funding allocations
  • Create performance reporting and monitor governance activities
  • Collect, organize, and review materials for leadership meetings
  • Ensure recordkeeping and data-tracking related to key projects, employee changes, promotions, separations, awards etc.

You Have:

  • At least 7+ years of experience as a people manager
  • At least 7+ years of experience with project management and operational support
  • Experience creating, writing, and editing documents for a variety of audiences
  • Strong proficiency in Google Suite/Microsoft Office
  • Must be able to create a presentation from scratch
  • Must be able to use and interpret Google Sheet/Excel functions (charts, tables, data organization/manipulation etc)
  • Must be able to manage multiple projects and priorities simultaneously
  • Experience implementing a change program (Preferred)
  • Higher education or equivalent experience in Operations, Communications, Human Resources or similar (Preferred)

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 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: Customer Service & Contact Center Operations

Union Status:

Non-Union role

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 42291