Training & Knowledge Assistant Manager

$70,000 - $90,000/Yr

Dow Jones - Princeton, NJ

Full-time - Mid Level

Hybrid - Princeton, NJ

Credit Intermediation and Related Activities

About the position

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. You will report to the Senior Manager, Training & QA, and be based in our Princeton, New Jersey office.

Responsibilities

• Support the Senior Manager, Training & QA in the delivery of their day-to-day responsibilities, and deputize in their absence
• Assist with coaching and development of the team's Analysts and Specialists
• Create engaging learning activities and course content that enhances agent skill (through both e-learning and instructor-led training methods)
• Review and update existing training materials to ensure agents are kept current on our products and systems through methods including audio, video, simulations, role-plays, and games
• Assist Specialists and Analysts with the maintenance of the Customer Service Knowledge Base in a timely fashion with policies, procedures, and supplemental information agents need to deliver accurate world-class support daily
• Assist with the Vendor relationship including, but not limited to, certification, and information management
• Other responsibilities as assigned

Requirements

• At least 2+ years as a member of the Customer Service Training Team or similar managerial equivalent
• At least 1-year of experience in the design, development, and deployment of training courses/materials
• Experience with coaching and developing team members
• Strong instructional design skills with practical experience using e-learning authoring tools, along with other standard applications such as MS Office or Google's Suite of applications
• Ability to manage multiple projects and work independently to meet deadlines
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
• Ability and willingness to travel. This role may require visits to other Dow Jones Contact Centers

Nice-to-haves

• Minimum of 2 years experience using Learning Management Systems
• A proven track record of training program development and management

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