Dow Jones

Research Support Manager, Customer Service'.

Requisition ID
Job Function
Customer Service
Business Area
Job Area1
Customer Experience

Job Description

Based in: Princeton, NJ


Reports to: Head of PIB Support


Key Responsibilities:

  • Working with other stakeholders across all brands, set performance targets, including quality and contact handling to achieve cost to serve

  • Help develop and maintain a stable and flexible team that is highly committed, motivated, competent and results focused

  • Positively influencing levels of absenteeism and staff retention through implementation of HR initiatives and department incentive and bonus schemes

  • Maintaining up to date knowledge of industry developments, providing input into the strategy of the Contact Center

  • Development of partnerships with key internal Dow Jones departments to ensure that the team is able to support all products and customized implementations.

  • Collaborate and consult with Product and Technology teams, as needed, to provide feedback on products and tools.

  • Attend internal and external partnership or key client meetings as required.

  • Develop and build an effective case management team, including people and process

  • Lead the team to resolve escalated problems and queries which are effective and measurable

  • Working with the Management Information Team and the Quality Management team to deliver daily, weekly, monthly team KPI adherence, quantitative and qualitative reports.

  • Positively influence and facilitate completion of customer service academy by each member of the team

  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff

  • Reviewing the performance of staff, identifying training needs and planning training sessions

  • Handling the most complex customer complaints or enquiries

  • Organising staffing, including shift patterns and the number of staff required to meet demand

  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes



  • At least three years experience of a manager of a team of at least six people supporting telephone, email and live chat

  • Proven leadership skills

  • Working knowledge of search syntax, indexing/coding as well as research experience

  • Masters of Library Science or equivalent experience is an advantage

  • Ability to deal with High level complaints

  • Ability to prioritise your own work and the overall tasks of the team

  • Excellent written and verbal English communication skills

  • The ability to coach and mentor individuals to get the best results

  • Experience using MS Word, Excel, Google and Salesforce service cloud an advantage

  • Basic technical knowledge of and competence in websites, smartphones and tablets

  • Used to working in a target-driven environment

  • Ability to build effective working relationships and communicate with all levels of the business

  • Looking for a long-term career in customer services management

  • Willingness to travel; expectation will be that this role will require regular visits to each contact centre

  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management

Company Overview

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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