Global Senior Manager, Training & Quality Enablement

Dow Jones Company; Princeton (NJ); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Comprehensive Healthcare Plans

Paid Time Off

Retirement Plans

Comprehensive Insurance Plans

Education Benefits

Family Care Benefits

Commuter Transit Program

Subscription Discounts

Employee Referral Program

Job summary

Dow Jones seeks a Senior Manager, Training & Quality Assurance for DJCS, reporting to the VP of Customer Support Operations and based in our New Jersey office. You will lead global training, knowledge management, and quality assurance across the customer service organization.

You will modernize curricula, drive self-paced learning, blend with live instruction, and prepare teams for AI-enabled tools while expanding automated QA standards and coaching practices.

Qualifications

• 7+ years of relevant experience.

Responsibilities

• Own and modernize curricula across DJCS, defining content, sequence, timing, delivery methods, and readiness standards to shorten time to proficiency and support development beyond initial onboarding.
• Lead the expansion of web-based, self-paced learning for onboarding and ongoing uptraining, combining it with live instruction, systems practice, and shadowing where appropriate.
• Improve knowledge accuracy, usability, adoption, and maintenance, and prepare the team, content, and working practices for AI-enabled tools.
• Lead the adoption and validation of automated quality management (AQM) across teams and contact types, establish standards for coaching and performance scoring, and redeploy human QA toward targeted investigation and improvement.
• Develop staff capabilities and close Consumer/B2B knowledge gaps through cross-training and shared responsibilities, identifying where tools or specialist support are needed.
• Manage training capacity and delivery, oversee curriculum standards and trainer quality across outsourcing partners, and extend product training and onboarding capability beyond DJCS.
• Partner with stakeholders to understand needs, agree priorities and delivery commitments, and communicate progress and tradeoffs. Measure both program results and stakeholder feedback to ensure the team delivers effective support and a reliable partnership.

Skills

Training management

Quality assurance

Blended learning

Stakeholder collaboration

AI-enabled learning

Job description

Dow Jones seeks a Senior Manager, Training & Quality Assurance for DJCS, reporting to the VP of Customer Support Operations and based in our New Jersey office. You will lead global training, knowledge management, and quality assurance across the customer service organization.

You will modernize curricula, drive self-paced learning, blend with live instruction, and prepare teams for AI-enabled tools while expanding automated QA standards and coaching practices.