Based in: Princeton, NJ
Reports to: VP, Customer Service and Experience Design
The Director of Consumer Customer Service will be responsible for achieving business strategy objectives, standardized processes, and the oversight of quality, operational metrics, and service level goals. To succeed, you need to have a passion for constant improvement, develop creative solutions to abstract strategic problems, and balance big-picture thinking with exceptional attention to detail. This position requires a driven self-starter who is able to work comfortably with stakeholders across the organization, communicate and train people at all skill levels, take projects and tests from start to finish, and someone who enjoys working in a fast-paced, challenging environment.
Derived from Company strategic goals, define and deliver short and long term business objectives, including Service Levels, C-SAT, NPS, and employee engagement
Provide vision, strategic direction, leadership, development, and management of customer service resources – staff, time, budget, equipment - on a global scale
Assess, conceive strategy to improve the customer experience and/or reduce cost
Spearhead new initiatives to support launches of products and promotions
Define and create a collaborative, accountable, customer-focused culture as well as an informed, knowledgeable, continuous-learning environment
Interact with key internal partners to drive overall business results and improved customer experience
Challenge the organization to consistently improve efficiency and customer experience
Accountable for managing vendor and key stakeholder relationships to review and present regular performance analysis, helping to identify weaknesses and opportunities, as well as solutions for both.
Advocate for the customer by providing relevant input across the business to inform the future direction
Obtain industry best practices and incorporate leading-edge concepts to enhance the experience and value provided to our customers
Develop, implement, and improve a proactive approach to support through self-service, outreach, and follow-up
Participate in the evaluation of tools, systems, and applications to use in our support organization and recommend any new opportunities
Responsible for staff development, leadership coaching, and associate engagement
Partner with our Contact Center Operations and serve as the consumer customer service business owner to help implement technology infrastructure, including the hardware, software, and telephony required improvements.
Develop and execute the strategy to tap into a vast array and quantity of Voice of Customer to identify and inform priorities.
10+ years of experience in leading global, customer-facing organizations involved with complex products and high-value customers
Proven experience to motivate and inspire the team towards achievement of service excellence
Embrace the Core Values, Mission and Vision of the department
Proven experience managing influence through persuasion and consensus building
Proven experience managing a sizeable, global budget
Demonstrated desire for continuous learning and improvement
Proven experience coaching direct reports to strengthen their performance and improve skills in order to accomplish objectives
Problem-solving and analytical skills with the ability to evaluate 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 professional and credible demeanor
Ability to build and develop relationships with others to assess needs, and identify and solve problems
Proven ability to communicate effectively in individual, small and large group settings
Strong management skills including planning, organizing for results, leading and evaluating people, and controlling projects for both effectiveness and efficiency
Travel - up to 25% (both domestic and international)
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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