Strategic Operations Manager

Job Description:

About Our Organization:

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 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

About the Role

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, 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. You will report to the Head of Operational Excellence and be based in our Princeton, NJ Office.

You Will:

• Directly manage a team of Strategic Operations Leads and Strategic Operations Analysts
• Support, mentor, and motivate your team
• Identify business priorities such as growth opportunities or operational weaknesses and help drive the team's strategy and improve or innovate processes
• Set the long-term vision and strategy for self-service products and communicate this strategy to all of the relevant participants and stakeholders
• Translate self-service product strategy into detailed requirements and prototypes
• Scope and prioritize activities based on business and customer impact
• Build, track, and operate against detailed project plans for external product initiatives
• Research potential technology solutions to already identified process improvements
• Implement strategies for scaling Customer Service technology to sustain future growth
• Clearly communicate changes in process and technology to stakeholders
• Be a partner to global stakeholders in problem-solving
• Provide timely status updates to key stakeholders on product initiatives
• Leverage insights to determine efficiencies gained through process improvement

You Have:

• 7+ years of call center business experience
• Excellent communication and relationship management skills with a focus on the customer, at all levels of the organization
• Analytical skills and experience with interpreting customer data to find patterns and trends
• Strong program management skills and ability to keep multiple stakeholders aligned on a single goal
• Ability to manage multiple, complex, ongoing tasks, and projects
• Willingness to Travel 10/20%
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
• Technology acumen and excellent presentation and knowledge transfer skills (preferred)
• PMP certification (desired)

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

#LI-Hybrid

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/AA/M/F/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 [email protected]. 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: $110,000 - $135,000

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 candidate's 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..