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Business Manager - Customer Service Excellence

Company: News Corp
Location: Princeton
Posted on: January 16, 2022

Job Description:

Job Description:The Customer Service (CS) Department's mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brandsOur Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team.All of our team members are passionate about always being the 'customer' and work to incorporate our CS core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.Business Manager - Customer Service ExcellenceBased in: Princeton, NJReports to: Director, Business Operations - Customer ServiceAs part of a newly formed team, your key responsibilities will include supporting three key areas: department communications, team programming and events, and creating a working environment that supports inclusivity and team engagement.Key Responsibilities:Communications & Project Coordination:Own department-wide communications primarily as a writer and editorManage a department-wide comms plan and ensure regular internal communicationsManage external communications from the Customer Service team across Dow JonesPrepare briefs, decks, and supporting presentation materials for all levels of the organizationDevelop governance for communications processes and standardsSupport with new hire/onboarding communications to ensure they are timely and accurateOrganize regular team events including socials, all hands department meetings, workshops and training eventsOversee all elements of department culture initiatives from initial ideation and planning, preparing roadmaps and collateral, organizing logistics and requirements, through executionPartner with Dow Jones DE&I, Recruiting and product teams to help align goalsAct as a champion for our department mission, vision, and valuesBusiness PlanningProvide project planning and execution support where neededSupport reporting, finance, and governance activitiesCollect, organize and review materials for leadership meetingsSupport regular team budget reporting to ensure on trackAdministrative Support:Manage the team and department calendar; provide scheduling support across all functionsOversee calendar of communications, programs and eventsSupport recordkeeping and data-tracking related to employee changes, promotions, separations, leaves of absence, awards etc.Serve as a partner in administering internal surveys and forms/managing any communications around such initiativesWho you are:You have experience in an administrative or operational role in a fast-paced environmentYou have experience with project management and organizing, hosting and executing eventsYou possess a strong service mindset, with exceptional attention to detailYou possess excellent time and organizational management skills, with the ability to work well independentlyYou hold exceptionally high standards for confidentialityYou are a curious and adaptive learner, with a willingness to take in new information, perspectives and data to inform your workYou have a passion for connecting the dots and strategically using communication channels to bring stories to lifeYou can shift from big picture strategy to tactical support and executionQUALIFICATIONS:RequiredAt least 2+ years of experience in an administrative or operational role in a fast-paced environmentAt least 2+ years of experience with project management and organizing, hosting and executing eventsExperience creating, writing and editing documents for a variety of audiencesStrong proficiency in Google Suite/Microsoft OfficeMust be able to create a presentation from scratchMust be able to use and interpret Google Sheet/Excel functions (charts, tables, data organization/manipulation etc)Preferred:Experience implementing a change programHigher education or equivalent experience in Communications, Editing, Human Resources or similarOur BenefitsComprehensive Healthcare PlansPaid Time OffRetirement PlansComprehensive Insurance PlansEducation BenefitsFamily Care BenefitsCommuter Transit ProgramSubscription DiscountsEmployee Referral ProgramAll 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, please reach out to us at TalentResourceTeam@dowjones.com. Please put "Reasonable Accommodation" in the subject line.Dow Jones , Making Careers NewsworthyAll 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, please reach out to us at TalentResourceTeam@dowjones.com. Please put "Reasonable Accommodation" in the subject line.Business Area: PRINT & ENT SVCS - PRINT SERVICESJob Category: Business Operations GroupAbout UsSince 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.If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.Req ID: 27325

Keywords: News Corp, Trenton , Business Manager - Customer Service Excellence, Hospitality & Tourism , Princeton, New Jersey

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