Global Training & Quality Assurance Leader, Customer Support

Dow Jones & Co.; Princeton (NJ); Vor Ort; USD 110.000 - 140.000; Vollzeit

Benefits dieser Stelle

Healthcare plans

Paid Time Off

Retirement plans

Comprehensive insurance plans

Education benefits

Family care benefits

Commuter transit program

Discount programs

Employee referral program

Zusammenfassung

Dow Jones & Co. is seeking a Senior Manager, Training & Quality Assurance to lead global training, knowledge management and QA across the Customer Service organization. Based in New Jersey, you will report to the VP of Customer Support Operations and drive onboarding and uptraining strategy.

You will expand self-paced learning, integrate AI-enabled tools, and align curricula with stakeholder priorities while ensuring high-quality coaching and performance standards across outsourcing partners.

Qualifikationen

• You set a clear direction and turn ideas into practical improvements.
• You are resourceful and persistent, balancing change with daily demands.
• You develop people and deliver through others with clear expectations.
• You build stakeholder trust through responsiveness and follow-through.
• You use data, feedback, and testing to set priorities and measure results.

Aufgaben

• Own and modernize curricula across DJCS, defining content and delivery.
• Lead web-based onboarding and ongoing training with live instruction and practice.
• Improve knowledge accuracy, usability, and prepare for AI-enabled tools.
• Lead adoption of automated quality management across teams.
• Develop staff capabilities through cross-training and shared responsibilities.
• Manage training capacity and externals, extending product training beyond DJCS.
• Partner with stakeholders to prioritize needs and communicate progress.

Kenntnisse

Leadership

Change management

People development

Stakeholder management

Data-driven decisions

Tools

AQM (Automated Quality Management)

Learning technology selection

Knowledge management systems

Jobbeschreibung

Dow Jones & Co. is seeking a Senior Manager, Training & Quality Assurance to lead global training, knowledge management and QA across the Customer Service organization. Based in New Jersey, you will report to the VP of Customer Support Operations and drive onboarding and uptraining strategy.

You will expand self-paced learning, integrate AI-enabled tools, and align curricula with stakeholder priorities while ensuring high-quality coaching and performance standards across outsourcing partners.