Senior Manager - Training & Quality Assurance

Dow Jones & Company; Princeton (NJ); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Healthcare plans

Paid time off

Retirement plans

Education benefits

Family care benefits

Commuter transit program

Subscription discounts

Employee referral program

Job summary

Dow Jones Customer Service seeks a Senior Manager, Training & Quality Assurance based in New Jersey to lead training strategy, ongoing learning, knowledge management, and QA across DJCS globally. You will report to the VP of Customer Support Operations and collaborate with cross-functional teams to drive proficiency and excellence.

You will expand self-paced learning, combine it with live instruction and practice, and establish standards for coaching, performance scoring, and quality assurance.

Qualifications

• 7+ years of relevant experience in training or performance improvement.
• Experience leading a training or QA team in a contact center or similar environment.
• Proven track record modernizing onboarding and ongoing learning with measurable gains.
• Experience delivering blended learning: digital content, live sessions, and practice labs.
• Experience using quality evaluation or analytics to identify gaps and drive improvements.
• Experience partnering with stakeholders to deliver multi-team initiatives.
• Ability to travel up to 20% domestically and internationally.

Responsibilities

• Own and modernize curricula across DJCS, defining content, sequencing, timing, and delivery methods.
• Lead the expansion of web-based, self-paced learning plus live instruction and practice.
• Improve knowledge accuracy, usability, adoption, and maintenance; prepare teams for AI-enabled tools.
• Lead adoption and validation of automated quality management across teams and contact types.
• Develop staff capabilities through cross-training and shared responsibilities.
• Manage training capacity, curriculum standards, and trainer quality across outsourcing partners.
• Partner with stakeholders to understand needs, set priorities, and report progress.

Skills

Training leadership

Quality assurance

Learning & development

Stakeholder management

Data-driven decisions

Cross-functional collaboration

Tools

AQM tools

AI-enabled learning tools

Job description

About the Team

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

About the Role

The Senior Manager, Training & Quality Assurance is responsible for new hire training, ongoing learning, knowledge management, and quality assurance across DJCS globally. 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 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.

Who you Are

• You set a clear direction, challenge established approaches, and turn ideas into practical improvements.
• You are resourceful and persistent, working through obstacles and balancing change with daily operational demands.
• You develop people and deliver through others, setting clear expectations, building skills, and getting into the details when needed.
• You build stakeholder trust through responsiveness, honest communication, and follow-through.
• You use data, employee and stakeholder feedback, and testing to set priorities, make decisions, and measure results.

You Have

• 7+ years of relevant experience.
• Experience managing a training or related performance improvement team in a contact center environment, including developing staff capabilities.
• 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).

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Insurance Plans
• Education Benefits
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

#LI-Hybrid

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets

Reasonable Accommodation

We are 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 or participating in an interview due to a disability, email us at talentresourceteam@d