Customer Service Excellence Manager
Customer Service Excellence Manager
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$ 70000 - 90000
1 Vacancy
Job Description
Job Description:
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 Barrons MarketWatch Investors 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. The Customer Service Excellence teams mission is to improve the DJCS employee experience by focusing on three key areas: Communication Connection and Culture.
About the Role
As part of the CSE team your key responsibilities will include supporting department-wide communications developing programming and events and creating a working environment that supports inclusivity and team engagement. You will report to the Senior Manager Customer Service Excellence and be based in our New Jersey office.
You Will:
Communications & Project Coordination:
- Own department-wide communications primarily as a writer and editor
- Manage a department-wide comms plan and ensure regular internal communications
- Manage external communications from the Customer Service team across Dow Jones
- Prepare briefs decks and supporting presentation materials for all levels of the organization
- Develop 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 DJ Comms Teams and other departments to help align goals
- Act as a champion for our departments mission and values
Business Planning
- Provide project planning organization and execution support
- Review reporting finance and governance activities
- Collect organize and review materials for leadership meetings
- Support regular team budget reporting to ensure on track
Administrative Support:
- Manage the team and department calendar; provide scheduling support across all functions
- Oversee the calendar of communications programs and events
- Support recordkeeping and data-tracking related to key projects employee changes promotions separations awards etc.
- Serve as a partner in administering internal surveys and forms/managing any communications around such initiatives
You Have:
- At least 3 years of experience in an administrative or operational role in a fast-paced environment
- At least 3 years of experience with project management and organizing hosting and executing events
- Strong writing skills with the ability to create communications with little supervision
- Experience in an administrative or operational role in a fast-paced environment
- Experience with project management and organizing hosting and executing events
- A strong service mindset with exceptional attention to detail
- Excellent time and organizational management skills with the ability to work well independently
- Exceptionally high standards for confidentiality
- A willingness to take in new information perspectives and data to inform your work and are a curious and adaptive learner
- A passion for connecting the dots and strategically using communication channels to bring stories to life
- Have the ability to shift from big picture strategy to tactical support and execution
- 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)
- Experience with website builder platforms such as Squarespace and Google Sites (preferred)
- Experience implementing a change program (preferred)
- Higher education or equivalent experience in Communications Copy editing Human Resources or similar (preferred)
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
Learn more about all our US benefits
#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 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 ServiceJob Category:
Project/Program ManagementUnion Status:
Non-Union rolePay Range: $70000 - $90000We 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 candidates 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..Required Experience:
Manager
Employment Type
Full-Time
