Project Manager (Customer Service)

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:

Reporting into the Manager Projects and Continuous Improvement this role will handle project Management for priorities within DJCS to improve the customer and agent experience and act as a Continuous Improvement champion for DJCS self-service tools.

You Will:

• Manage hands-on project lifecycle from ideation through implementation including:

Project intake: identify initiatives within DJCS to improve the customer and agent experience. Support the intake process for project resource requests and suggest continuous improvement opportunities.

Project execution: for approved strategic priorities develop detailed project plans define work streams establish milestones and timelines. Manage project execution ensuring tasks are completed on schedule and within scope.

• Build track and operate against detailed project plans for internal and external product initiatives a. Implement and follow robust project management processes and methodologies. b. Lead and track internal customer service projects using formal PM frameworks (e.g. RACI RAPID).
• Maintain structure and accountability throughout the project lifecycle.
• Research potential technology solutions to already identified process improvements a. Identify and champion opportunities to leverage new technologies particularly AI generative AI and machine learning to enhance customer service.
• Keep the pulse on self-serve and contact center technologies and solutions. Stay informed of industry benchmarks for similar tools.
• Drive a fail fast experiment fast culture to foster innovation.
• Lead research (take vendor demos attend tradeshows participate in industry peer groups) and present insights to the broader team on emerging technologies for potential adoption or internal upgrades.
• Represent DJCS in tool vendor communities (e.g. Genesys Verint Salesforce) ensuring visibility into product roadmaps and access to beta features.
• Implement strategies for scaling Customer Service technology to sustain future growth.
• Identify inefficiencies in current processes and propose solutions for improvements.
• Develop frameworks for continuous improvement within customer service operations. Focus on enhancing key metrics (e.g. SMS bot success rate).
• Prioritize self-serve tooling enhancements based on impact and feasibility.
• Clearly communicate changes in process and technology to stakeholders.
• In partnership with Customer Experience Insights develop and disseminate insights and learnings from experiments systems changes and improvements.
• Contribute to building a more structured approach to communication about the teams activities and impact.
• Be a partner to global stakeholders in problem-solving
• Analyze data (customer agent analytics) to identify areas for improvement and potential issues before they arise in partnership with Customer Experience Insights.
• Act as a proactive change agent for DJCS and an advisor to cross-functional partners in Tech Marketing etc. Bring forward big ideas and strategic initiatives.
• Provide timely status updates to key stakeholders on product initiatives.
• Organize lead and facilitate project-related meetings including the creation of agendas and preparation of materials.
• Leverage insights to determine efficiencies gained through process improvement a. Identify and implement measurable improvements in self-service and agent-facing tools and projects (e.g. IVR Verint Customer Center).
• Manage the roadmap for DJCS-owned tools and measure ROI of improvements especially in self-service capabilities.

You Have:

• Required
  • At least three years of call center or other related business experience
  • Excellent verbal and written skills
  • Ability to deliver results through collaboration in a matrix environment and by leading employees and/or vendor partner resources
  • Ability to manage multiple complex on-going tasks and projects
  • Ability to travel 10/20%
  • Recognition that operational roles of this nature involve some element of weekend oversight plus unscheduled incident and crisis management
• Preferred
  • Technical acumen
  • Excellent presentation and knowledge transfer skills
  • Bachelors degree or equivalent
• Desired
  • PMP certification

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

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:

Project/Program Management

Union Status:

Non-Union role

Pay Range: $70000 - $90000

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..