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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 Operations Manager, Customer Support - First Level in PRINCETON, New Jersey

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Job Description:

Customer Service Team

This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and B2B products. Included with the service team is the contact center operations which are responsible for Training, Quality Management, Service Performance reporting, Service Design and the Systems that support the Customer Service team.

The primary role of the Customer Services team is to champion best practice in the objective governance of the contact center provision and assessing the emerging risks and propose developments and improvements based on objective and evidence-based information, such as agreed service levels and customer feedback.

Responsibilities:

  • Develop a strong working relationship with outsourced service partners which continually look for ways to improve the service provided/delivered to customers.

  • Monitor the delivery of the agreed service levels and act upon delivery failures to identify root cause and remediation plan

  • Manage the day to day relationship with the outsourced service provider.

  • Facilitate and drive issues investigation and resolution

  • Ensure understanding, documentation, and management of SLA's

  • Develop any specific reporting requirements and ensure delivery of these reports

  • Drive resolution and timely closure of non-performance issues against agreed SLA’s and manage remediation efforts for areas of systemic non-performance including appropriate escalation if needed and generation of status reports to senior management

  • Conduct monthly service review meetings with the outsourced partner

  • Conduct monthly presentations to internal stakeholders

  • Working with other stakeholders, set performance targets, including quality and contact handling to achieve cost to serve

  • Help develop and maintain a stable and flexible team that is highly committed, motivated, competent and results-focused.

  • Ability to manage the performance of outsourced agencies using a range of measurement and motivational tools and techniques

  • Experience in managing various call center teams including outbound, retention and sales.

  • This position has one direct report.

  • Responsible for delegating tasks and managing the performance of reports.

Requirements:

  • At least five years of experience managing an outsourced customer services contact center or a combination of both insourced and outsourced.

  • Strong knowledge of CRM systems and contact center technologies

  • A proven track record in achieving results and will have been instrumental in managing and driving change initiatives to achieve demonstrable business benefits.

  • Strong leadership skills

  • Ability to understand and proactively resolve complex situations and problems

  • Excellent coordination and communication skills, both written and verbal

  • Ability to partner effectively with other business units

  • Willingness to travel, the expectation will be that this role will require regular visits to each global contact center

  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.

Dow Jones , Making Careers Newsworthy

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, please reach out to us at TalentResourceTeam@dowjones.com . Please put “Reasonable Accommodation" in the subject line.

Business Area: PRINT & ENT SVCS - PRINT SERVICES

Job Category: Customer Service Group

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 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

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: 20059

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