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Manager, Integration Research
hace 2 semanas
**Job Description**:
The Customer Service (DJCS) Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands
Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocates for our customers
All of our team members are passionate about always being the customer and work to incorporate our core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.
We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.
Manager, Integration Research
Based in: Princeton, NJ or Barcelona
Reports to: Head of B2B Customer Service
Key Responsibilities:
- Embrace the Core Values, Mission, and Vision of the department
- Workforce planning, goal setting, performance management, coaching, training, and development plans to ensure the accomplishment of work objectives
- 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.
- Partner with internal stakeholders to drive decisions that benefit both the business and our customers
- Development and implementation of strategies to meet customer satisfaction goals and devising innovative ways to provide superior customer service
- Help develop and maintain a stable and flexible team that is committed, motivated, and results-focused.
- Maintaining up-to-date knowledge of industry developments, providing input into the strategy of the Integration Research team and the Contact Center as a whole.
- Attend and/or lead internal and external partnerships or key client meetings as required.
- Partner with Sales to assist with trial and upsell opportunities, leveraging the team’s search expertise, across the B2B product suite.
- Develop and build an effective case management team, including people and processes. Develop best practices for tracking project work.
- Development and management of KPIs to track team performance
- Lead the team to resolve escalated problems and queries which are effective and measurable.
- Working with the Service Performance team and the Quality Management team to deliver daily, weekly, and monthly team KPI adherence, and quantitative and qualitative reports.
- Positively influence and facilitate continuous learning within your team
- Reviewing the performance of staff, identifying training needs, and planning training sessions
- Handling the most complex internal and external customer projects.
- Develop a cohesive and informed team through leading regular staff meetings and team-building exercises
- Spearhead new initiatives, devise programs and recommend processes, lead projects, identify resources, and assign special projects to staff to support launches of new products.
QUALIFICATIONS:
Required:
- 3+ years experience in a customer-facing research or support role
- Working knowledge of search syntax, indexing/coding as well as research experience
- Ability to motivate and inspire the team towards achievement of service excellence
- Ability to coach, train, and provide feedback to team members with the goal of improving skills and accomplishments goals
- Advanced problem solving and analytical skills with the ability to evaluate issues/conflicts and make timely decisions that benefit both the customer and the business
- Demonstrated commitment to customer satisfaction
- Excellent written and verbal communication skills with the ability to explain complex ideas at a level appropriate to the audience
- Ability to effectively interact with stakeholders at all levels
- Superior time management and organizational skills and the ability to prioritize and meet deadlines
- Ability to deal with high-level complaints
- Ability to prioritize your own work and the overall tasks of the team
- Experience working in a target and project-driven environment
- Experience with Project Management
- Ability to build effective working relationships and communicate with all levels of the business
- Experience with a CRM system
- A positive outlook on change and a flexible approach to the work environment
- Ability to travel domestically and internationally up to 25%
Preferred
- Masters of Library Science or an equivalent combination of education and experience.
- 3+ years experience leading a global, research support team in a call center environmen
