Strategic Operations Manager

$110,000 - $135,000/Yr

Dow Jones - Princeton, NJ

Full-time - Mid Level

Princeton, NJ

Chemical Manufacturing

About the position

The role involves managing a team within the Dow Jones Customer Service division, focusing on enhancing customer experiences and operational excellence. The position requires strategic oversight of self-service products, mentoring team members, and collaborating with global stakeholders to drive process improvements and technology solutions.

Responsibilities

• 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 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.

Requirements

• 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.

Nice-to-haves

• Technology acumen and excellent presentation and knowledge transfer skills (preferred).
• PMP certification (desired).

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