Senior Manager, Customer Service Excellence

Dow Jones - Princeton, NJ

Full-time - Manager

Princeton, NJ

Chemical Manufacturing

About the position

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.

Responsibilities

• 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
• 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
• 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
• 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.

Requirements

• 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

Nice-to-haves

• Experience implementing a change program (Preferred)
• Higher education or equivalent experience in Operations, Communications, Human Resources or similar (Preferred)

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