Based in: Princeton, NJ
Reports to: VP, Customer Service and Experience Design
As the Director of Consumer Customer Services, you need to be committed to constant improvement, have a passion and enthusiasm for improving culture and developing staff and the ability to develop creative solutions to abstract strategic problems.
Responsible for delivering short and long term goals, including Service Levels, C-SAT, NPS, and employee engagement
Provide vision to and development of customer service resources (staff, time, budget - on a global scale)
Establish a strategy to improve the customer experience and/or reduce cost
Create a collaborative, accountable, inclusive and customer-focused culture
Interact with internal partners to improve business results and the customer experience
Manage vendor contracts and building strong interpersonal relationships with essential stakeholder relationships
Review and present regular performance analysis, identify weaknesses and opportunities, as well as solutions.
Obtain industry best practices and incorporate industry best practices to enhance the experience and value provided to our customers
Implement a proactive approach to support through self-service, outreach, and follow-up
Help evaluate tools, systems, and applications and recommend new opportunities
Oversee staff development, coaching, associate engagement, and team culture
Partner with our Contact Center Operations team and serve as the consumer customer service subject matter expert to help implement technology and process improvement projects.
10+ years of experience in leading global, customer support organizations with valuable members.
Proven ability to motivate and inspire a large global team to achieve service excellence
Share the Core Values, Mission and Vision of the department (Be Curious, Unique, a Self-Starter, a Team Player, Open, Motivated, Educated, and Respectful)
Success managing a sizeable, global budget
Demonstrated desire for continuous learning, education, and improvement
Proven experience coaching direct reports to strengthen their performance and improve skills in order to accomplish their goals
Strong commitment to assessing issues and conflicts and make timely decisions that benefit both the customer and the business
Ability to adapt a communication style depending on the audience, while maintaining a compassionate, professional and credible demeanor
Ability to build and develop collaborative relationships with others to assess needs and solve problems
Travel - up to 25% (both domestic and international)
Dow Jones , Making Careers Newsworthy
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 .
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, please reach out to us at TalentResourceTeam@dowjones.com . Please put “Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Customer Service/Support Group
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).
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Req ID: 18738