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Service Delivery Manager
Dow Jones
Princeton, NJ, United States
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Job Description:
Customer Group
United by our ambitions, the Dow Jones Customer group will attract and retain customers by creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.
Customer Experience Department
The Customer Experience Department works within the Customer Group supporting our Consumer and PIB businesses to deliver a best-in-class customer experience. The 3 main pillars of customer experience support nearly every facet of Dow Jones globally providing campaign analytics, quality assurance, experience design and much more. They are based out of three main locations (Princeton, NJ; Barcelona, Spain; and Hong Kong).
Customer Service Team
This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our Consumer and PIB products. Included within the service team is the Contact Center Operations Department which is responsible for Training, Quality Assurance, Service Performance (reporting), Systems Support and Service Delivery to support the Customer Service teams.
Based in:Princeton, NJ
Reports to: Head of Contact Center Operations
Key Responsibilities:
• Providing delivery and operational support for current and new initiatives in the contact centers.
• Perform Project management/Project status reporting/Project execution planning/documentation
• Manage relationships with internal and external partners to ensure service levels are achieved and processes are developed to continually improve availability, cost and service offerings.
• Central point of contact for business/development groups or vendors in building out products or service needs
• Actively implement strategies and initiatives to enable the business to achieve its objectives.
• Facilitate the design, implementation and/or resolution of complex business problems collaborating with Technology, Operations, Vendor Partners and Business Partners.
• Develops and maintains operation model in partnership with key stakeholders.
• Works with senior management to sets direction and priority, provides input into overarching, operation strategies
• Collaborates across the organization on key activities like planning, prioritizing, and implementation support for key capabilities
• Accountable for project management activity and procedures. Takes the lead in defining, creating, and modifying the project management processes
• Works with the project teams to manage, update changing requirements, scope and resources needs (with the consultation of production) throughout a project's life cycle.
• Assists in pricing assignments
• Act as a customer advocate across multiple disciplines and ensure consistent customer experiences are delivered and maintained
• Communicates with CS Management at appropriate intervals within a project for status updates, issues and obstacles and the impact of changes or enhancements requested
Requirements:
• At least five years of call center business experience
• Ability to deliver results through collaboration in a matrix environment and by leading employees and/or vendor partner resources
• Ability to build effective working relationships with the Business, Technology and Vendor Partner leaders
• Possess excellent verbal/written communication and negotiation skills.
• Tenacious, resilient and flexible leader able to lead effectively in a demanding, dynamic environment is a plus
• Ability to manage multiple, complex, on-going tasks and projects.
• Technology acumen
• Excellent presentation and knowledge transfer skills
• Willingness to travel, expectation will be that this role will require regular visits to each contact center
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
Company
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
Equal Opportunity Employer:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets
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