Head of Global Training & Quality Assurance

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

Benefits offered by this job

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 is seeking a Senior Manager, Training & Quality Assurance to lead global training, knowledge management, and QA across DJCS. You will report to the Vice President of Customer Support Operations and be based in our New Jersey office.

You will own and modernize curricula, expand web-based learning, drive AI-ready practices, and ensure high quality coaching and performance measurement across teams and outsourcing partners.

Qualifications

• Experience managing a training or related performance improvement team in a contact center environment.
• Demonstrated success leading changes to onboarding or ongoing learning, with measurable improvements in proficiency, productivity, and learning effectiveness.
• Experience leading blended learning development and delivery, including self-paced digital content, through internal teams or external specialists.
• Experience using quality evaluation or interaction analytics to identify performance gaps and measure the results of improvement initiatives.
• Experience delivering cross-functional initiatives against agreed commitments, supported by examples of effective stakeholder partnerships.
• Ability to travel up to 20%, both domestically and internationally.
• Experience implementing or expanding AQM (preferred).
• Experience managing knowledge resources or implementing AI-enabled learning, knowledge, or employee-support tools (preferred).
• Experience selecting or managing learning technology, external specialists, or outsourced training and QA programs (preferred).

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.
• Coordinate Training-led modules and specialist instruction from hiring teams within the agreed plan.
• 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 leadership

Onboarding & learning design

Blended learning development

Quality evaluation & analytics

Stakeholder collaboration

Travel up to 20%

AQM implementation

AI-enabled learning tools

Knowledge management

Job description

Dow Jones is seeking a Senior Manager, Training & Quality Assurance to lead global training, knowledge management, and QA across DJCS. You will report to the Vice President of Customer Support Operations and be based in our New Jersey office.

You will own and modernize curricula, expand web-based learning, drive AI-ready practices, and ensure high quality coaching and performance measurement across teams and outsourcing partners.