Senior Training & Quality Assurance Leader (Hybrid)

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

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.