Project Manager

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, Investor's Business Daily, 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

You will be based at our New Jersey office reporting to the Manager, Projects and Continuous Improvement. The key focus area is Project Management for assigned initiatives and projects that impact DJCS, customer experience and/or agent experience.

You Will:

• Manage hands-on project lifecycle from ideation through implementation.
  • Project intake: act as the conduit between the business and DJCS to identify initiatives with direct impact on customer and agent experience. Support the intake process for project resource requests.
  • Project execution: for assigned priorities, develop detailed project plans, define workstreams, establish milestones and timelines. Manage project execution, ensuring tasks are completed on schedule and within scope.
• Build, track, and operate against detailed project plans for internal and external product initiatives.
  • Implement and follow robust project management processes and methodologies.
  • Lead and track project scope/workstreams related to DJCS systems that directly impact customer and agent experience using formal PM frameworks (e.g., RACI, RAPID).
  • Maintain structure and accountability throughout the project lifecycle.
• Work with cross-discipline teams to implement process improvements.
  • Be a liaison and connector—not singular DJCS SME—on DJ-wide initiatives.
  • Identify key opportunities to bring in Training, CEI, GCS SMEs and other resources.
  • Ensure that functional SMEs are engaged as accountable decision-makers.
  • Partner for success with stakeholders across and beyond DJCS to ensure expertise and needs are reflected in project requirements and delivery.
• Clearly communicate changes in process and technology to stakeholders.
  • Effectively manage stakeholder expectations through clear and consistent communication. Conduct regular status meetings and provide timely updates on project progress, milestones, and potential roadblocks. Ensure all relevant parties are informed and aligned.
  • Manage communication plans and expectations for assigned internal projects. Elevate stakeholder awareness while driving execution, without owning SME content.
• Be a partner to global stakeholders in problem-solving.
  • Proactively identify and manage project risks and issues. Develop mitigation plans and escalate issues.
  • Bring agent and customer experience expertise to projects external to DJCS to mitigate potential risks and issues.
• Provide timely status updates to key stakeholders on product initiatives.
  • Organize, lead, and facilitate project-related meetings, including the creation of agendas and preparation of materials.

You Have:

• At least three years of call center or other related business experience.
• Excellent verbal and written skills.
• Ability to deliver results through collaboration in a matrix environment and by leading employees and vendor partner resources.
• Ability to manage multiple, complex, on-going tasks, and projects
• A willingness to Travel 10/20%.
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
• Technical acumen (preferred).
• Excellent presentation and knowledge transfer skills (preferred).
• Degree or equivalent experience (preferred).
• PMP certification (desired).

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

#LI-Hybrid

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/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 and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones - Customer Service

Job Category:

Project/Program Management

Union Status:

Non-Union role

Pay Range: $70,000 - $90,000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..