"Alerted.org

About the Team:

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, Investor's Business Daily, 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.

About the Role

You will be based at our New Jersey office reporting to the Manager, Projects and Continuous Improvement. Key Focus Areas are:

+ Project coordination for priorities within DJCS to improve the customer and agent experience.

+ Continuous improvement of DJCS self-service tools.

You Will:

+ Establish the coordination of project activities and ensure the quality, timeliness, and integrity of ongoing projects and schedules. Ensure adherence to deadlines.

+ Project intake: for assigned priorities (operational tasks, project workstreams or individual projects), develop detailed task/project plans, define key actions/workstreams, and establish timelines for when work will be completed.

+ Project execution: for assigned priorities, manage project execution, ensuring work is completed on schedule and within scope.

+ Follow robust project management processes and methodologies, whether executing an operational task or a project workstream.

+ May organize, lead, and facilitate project-related meetings, including the creation of agendas and preparation of materials.

+ Coordinate project activities and ensure the quality, timeliness, and integrity of ongoing projects and schedules. Ensure adherence to deadlines.

+ Provide timely status updates to key stakeholders on assigned initiatives.

+ Maintain detailed records and documentation of projects and develop uniform procedures for storing and keeping appropriate documentation.

+ Provide feedback to improve processes as appropriate.

+ Resolve break/fix issues for DJCS-owned systems.

+ Coordinate and validate enhancements or iterations on internal customer service tools. ○ Oversee the quality of project deliverables. Coordinate with relevant teams for testing (UAT) and deployment. Ensure high-quality outcomes, including project closures and hand-offs as needed.

+ Partner with the Manager to prioritize enhancements based on impact and feasibility. ○ Identify inefficiencies in current processes and propose solutions for improvements. ○ Monitor changes, once implemented, and provide feedback to improve processes as appropriate.

+ Focus on enhancing key metrics (e.g., SMS bot success rate). Partner with Customer Experience Insights to measure ROI of improvement, especially in self-service capabilities.

+ Pair analytical skills with job shadowing, agent focus groups, etc. to identify needle-moving changes to the customer and agent experience.

+ Track project changes and produce updated schedules and calendars/timelines as required.

+ Industry and market awareness:

+ Stay informed of industry benchmarks for similar tools.

+ Conduct "mystery shopping" to test external IVR and self-serve tools.

You Have:

+ 0-2 years of relevant experience.

+ Excellent verbal and written skills.

+ Collaborate in a matrix environment and by leading employees and vendor partner resources.

+ Ability to manage multiple, complex, on-going 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.

+ Technical acumen (preferred).

+ Degree or equivalent experience (preferred).

+ Excellent presentation and knowledge transfer skills.

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

\#LI-Hybrid

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/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 [email protected]. 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: Project/Program Management

Union Status:

Union role

Pay Range: $55,000 - $70,000

We recognize that attracting the best talent is key to our strategy and success as a company.As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates.The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..

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.

Req ID: 50001