Assistant Manager Global Customer Support

**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, Barron’s, MarketWatch, Investor’s 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.

We encourage anyone who wants to join us in our mission to apply.

Assistant Manager Global Customer Support

**Based in**: Princeton, NJ or Barcelona

**Reports to**: Vice President, Global Customer Support

**What you do**:
The Global Customer Support Specialist will provide key administrative and project support to the Global Customer Support leadership team. This role includes coordinating programs, preparing executive presentations, supporting strategic initiatives, and partnering with cross-functional teams on projects and employee recognition efforts.

**Key Responsibilities**:

- 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, including for monthly sub-department meetings and for executive-facing presentations.
- Serve as a point of contact in the VP’s absence by fielding questions and providing support to internal stakeholders, and, when appropriate, 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.

**Who you are**
- You are dedicated to providing great customer service and have a strong desire for a career in Customer Service management
- You can work independently and prioritize your work
- You have a solid understanding of contact center performance and quality metrics
- Other Key Competencies
- Detail-oriented and proactive
- Strong interpersonal and communication skills
- verbal and written
- Project coordination and follow-through
- Problem-solving mindset
- Flexibility to adapt in a changing environment
- Familiarity with Salesforce
- Strong skills with the Google Suite of products

**Required**
- 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.
- Strong written and verbal communication skills.
- Experience with a CRM system
- Knowledge of the suite of Dow Jones’ products
- Demonstrated ability to work independently and handle sensitive/confidential information.

**Preferred**:

- Experience in customer service operations or contact center environments
- Bachelor’s degree in Business Administration, Communications, or related field preferred (or equivalent work experience).

Business Area: Dow Jones - Customer Service

Job Category: Customer Service & Contact Center Operations

Union Status:
Non-Union role

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Req ID: 49480