Senior Manager - Training & Quality Assurance

Dow Jones & Co.

Princeton (NJ)

On-site

USD 110,000 - 140,000

Full time

3 days ago

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Benefits offered by this job

Healthcare plans

Paid Time Off

Retirement plans

Comprehensive insurance plans

Education benefits

Family care benefits

Commuter transit program

Discount programs

Employee referral program

Job summary

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.

Qualifications

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.

Responsibilities

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.

Skills

Leadership

Change management

People development

Stakeholder management

Data-driven decisions

Tools

AQM (Automated Quality Management)

Learning technology selection

Knowledge management systems

Job description

Dow Jones & Co.

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Dow Jones, Making Careers Newsworthy

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, email us at talentresourceteam@dowjones.com. Please put 'Reasonable Accommodation' in the subject line.

Princeton

Full time

Job_Req_56347

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. We encourage anyone that wants to join us in our mission to apply.

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@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.

Business Area:

Dow Jones - Customer Service

Job Category:

Customer Service & Contact Center Operations

Union Status:

Non-Union role

Base Pay Range: $110,000 - $140,000

We're committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate's experience, skills, location, and other relevant factors.

For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.

About_Us

Equal employment opportunity, including veterans and individuals with disabilities.

PI288263642

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