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Dow Jones

We break stories, influence ideas, and advance business intelligence and cultural interest. We expose the events that turn markets, the digital breakthroughs that transform art, the demand that drives invention, as well as the political and societal passing moments and lasting consequences. We are the people of Dow Jones. From different fields, backgrounds and viewpoints we invite you to join us.

Examine the world and bring it to others.

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Job Information

Dow Jones Assistant Customer Support Manager (Hybrid) in PRINCETON, New Jersey

Job Description: About us:

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.

We seek a person who shares a passion for Dow Jones consumer products (The Wall Street Journal, Market Watch, Barron's) to help lead the daily performance of our outsourced operation of global customer support professionals. You will work in New Jersey reporting to the Senior Manager - Outsourced Customer Support. A typical day will consist of meeting with global teams to discuss operational targets and improve performance. You may also be called upon to lead projects that drive efficiency and quality improvements and also to act as the point person during a system outage.

You Will:

  • Support the Customer Service Manager in the delivery of their daily responsibilities, and deputize in their absence

  • Ensure the outsourced partner is achieving Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) at the intraday and daily levels

  • Proactively monitor interval reports and reach out to the outsourced partner to determine reasons and mitigation plans for SL misses and other issues

  • Proactively monitor daily summary reports for any overall performance issues with quality, surveys

  • Clearly and effectively communicate the performance metrics of the outsourced team to management and stakeholders

  • Take the lead in supporting ongoing functions that ensure the quality of interactions across the team

  • Attend and contribute to the QA calibration processes

  • Follow-up on reported errors to ensure resolution

  • Follow up on coaching opportunities raised from reviews of negative customer experience investigations

  • Review adherence to proper escalation procedures and follow up to resolve issues

  • Review contacts raised by outside teams for coaching opportunities

  • Handle validation of incentivized contacts

  • Work as the point person for all access requests related to the outsourced partner

  • Process all outsourced partner's new hires, extensions, and terminations within Dow Jones systems

  • Maintain control and oversight of all active employee rosters with the outsourced partner

  • Manage access requests for Dow Jones staff to the outsourced partner's tools

  • Be proactive in ensuring continuous improvement and operational efficiency

  • Identify opportunities to improve agent performance and/or operational efficiency

  • Work closely with the Customer Support Operations Manager on projects to prioritize and implement these ideas

  • Manage and coordinate outsourced partner resources during outages

You Have:

  • A strong desire for a career in Customer Service management and are dedicated to providing great customer service

  • Expertise to work independently, prioritize your work, and work needed from the outsourced partner

  • Flexibility and availability to provide evening and Saturday coverage, including occasional coverage to assist with unscheduled incident management

  • A solid understanding of contact center performance and quality metrics

  • Proven leadership skills and will take ownership to resolve issues proactively

  • Ability to handle high-level escalated complaints professionally and successfully

  • Willingness and ability to travel, both domestically and internationally, for up to two weeks at a time. Up to 20% travel

  • One year of management experience in a contact center

  • Excellent written and verbal English communication skills

  • Basic to intermediate knowledge of Excel

  • Experience as an agent in a fast-paced environment supporting multi-channel customer contacts (preferred)

  • Experience in vendor management, and familiarity with Google Workspace (G-Suite) tools (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

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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: 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: 40709

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