Assistant Manager Global Customer Support

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.

About the Role

The Global Customer Support Specialist will provide key administrative and project support to the Global Customer Support leadership team. You will coordinate programs prepare executive presentations support strategic initiatives and partner with cross-functional teams on projects and employee recognition efforts. You will be based in our New Jersey office reporting to the Vice President Global Customer Support.

You Will:

• Assist the Vice President of Global Customer Support and Leadership in the delivery of their day-to-day responsibilities and projects.
• Build and maintain executive presentations for leadership and for monthly sub-department meetings.
• Serve as a point of contact in the VPs absence by fielding questions and providing support to internal stakeholders and the SVP of Customer Service.
• Take the lead in supporting ongoing functions that ensure the quality across the teams.
• Be proactive in ensuring continuous improvement and operational efficiency.
• Take on other tasks projects and meetings to provide support as assigned by the VP Global Customer Support.
• Assist with the recruiting interviewing and hiring process of agents.
• Analyze customer service metrics to determine opportunity areas and identify key weekly and monthly metrics to highlight successes for various publications and OKR reports.
• Establish relationships with internal and external stakeholders
• Work closely with Customer Service colleagues locally and globally to ensure synergy across the entire group.
• Work with other Dow Jones departments to ensure escalated issues are handled in a timely and correct manner.

You Have:

• 2 years of project management and 2 years of leadership experience in a customer service environment.
• Strong skills in Google Suite of products - Docs Sheets and Slides with the ability to create polished executive-ready materials.
• Understanding of customer service metrics and the ability to analyze and visualize data to support decision-making.
• Excellent organizational and time management skills with the ability to manage multiple priorities and work independently.
• Strong written and verbal communication skills and are detail-oriented.
• Experience with a CRM system and familiarity with Salesforce.
• Knowledge of the suite of Dow Jones products.
• Ability to handle sensitive/confidential information.
• You are dedicated to providing great customer service and have a strong desire for a career in Customer Service management.
• You have a solid understanding of contact center performance and quality metrics.
• Project coordination and follow-through with a problem-solving mindset.
• Experience in customer service operations or contact center environments (preferred)
• A degree in Business Administration Communications or related field or equivalent experience is 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 Service

Job Category:

Customer Service & Contact Center Operations

Union Status:

Non-Union role

Pay Range: $70000 - $85000

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 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..