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Dow Jones Director of Customer Service in PRINCETON, New Jersey

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Job Description:

Based in: Princeton, NJ

Reports to: VP, Customer Service and Experience Design

As the Director of Consumer Customer Services, you need to be committed to constant improvement, have a passion and enthusiasm for improving culture and developing staff and the ability to develop creative solutions to abstract strategic problems.

Key Responsibilities:

  • Responsible for delivering short and long term goals, including Service Levels, C-SAT, NPS, and employee engagement

  • Provide vision to and development of customer service resources (staff, time, budget - on a global scale)

  • Establish a strategy to improve the customer experience and/or reduce cost

  • Create a collaborative, accountable, inclusive and customer-focused culture

  • Interact with internal partners to improve business results and the customer experience

  • Manage vendor contracts and building strong interpersonal relationships with essential stakeholder relationships

  • Review and present regular performance analysis, identify weaknesses and opportunities, as well as solutions.

  • Obtain industry best practices and incorporate industry best practices to enhance the experience and value provided to our customers

  • Implement a proactive approach to support through self-service, outreach, and follow-up

  • Help evaluate tools, systems, and applications and recommend new opportunities

  • Oversee staff development, coaching, associate engagement, and team culture

  • Partner with our Contact Center Operations team and serve as the consumer customer service subject matter expert to help implement technology and process improvement projects.


  • 10+ years of experience in leading global, customer support organizations with valuable members.

  • Proven ability to motivate and inspire a large global team to achieve service excellence

  • Share the Core Values, Mission and Vision of the department (Be Curious, Unique, a Self-Starter, a Team Player, Open, Motivated, Educated, and Respectful)

  • Success managing a sizeable, global budget

  • Demonstrated desire for continuous learning, education, and improvement

  • Proven experience coaching direct reports to strengthen their performance and improve skills in order to accomplish their goals

  • Strong commitment to assessing issues and conflicts and make timely decisions that benefit both the customer and the business

  • Ability to adapt a communication style depending on the audience, while maintaining a compassionate, professional and credible demeanor

  • Ability to build and develop collaborative relationships with others to assess needs and solve problems

  • Travel - up to 25% (both domestic and international)

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Job Category: Customer Service/Support Group

About Us

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

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Req ID: 18738