Dow Jones ยท 5 hours ago
Project Manager
Princeton, NJ
Full-time
Hybrid
Mid Level
$70K/yr - $90K/yr
3+ years expDow Jones is a worldwide news and information powerhouse, renowned for its prestigious brands such as The Wall Street Journal and Barron's. The Project Manager role focuses on managing the project lifecycle to enhance customer and agent experiences, while championing continuous improvement initiatives within the Customer Service team.
Digital MediaNewsPublishingSocial Media
Responsibilities
Manage hands-on project lifecycle from ideation through implementation, including:
Project intake: identify initiatives within DJCS to improve the customer and agent experience. Support the intake process for project resource requests and suggest continuous improvement opportunities
Project execution: for approved strategic priorities, develop detailed project plans, define work streams, 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 a. Implement and follow robust project management processes and methodologies. b. Lead and track internal customer service projects using formal PM frameworks (e.g., RACI, RAPID)
Maintain structure and accountability throughout the project lifecycle
Research potential technology solutions to already identified process improvements a. Identify and champion opportunities to leverage new technologies, particularly AI, generative AI, and machine learning, to enhance customer service
Keep the pulse on self-serve and contact center technologies and solutions. Stay informed of industry benchmarks for similar tools
Drive a "fail fast, experiment fast" culture to foster innovation
Lead research (take vendor demos, attend tradeshows, participate in industry peer groups) and present insights to the broader team on emerging technologies for potential adoption or internal upgrades
Represent DJCS in tool vendor communities (e.g., Genesys, Verint, Salesforce), ensuring visibility into product roadmaps and access to beta features
Implement strategies for scaling Customer Service technology to sustain future growth
Identify inefficiencies in current processes and propose solutions for improvements
Develop frameworks for continuous improvement within customer service operations. Focus on enhancing key metrics (e.g., SMS bot success rate)
Prioritize self-serve tooling enhancements based on impact and feasibility
Clearly communicate changes in process and technology to stakeholders
In partnership with Customer Experience Insights, develop and disseminate insights and learnings from experiments, systems changes and improvements
Contribute to building a more structured approach to communication about the team's activities and impact
Be a partner to global stakeholders in problem-solving
Analyze data (customer, agent analytics) to identify areas for improvement and potential issues before they arise, in partnership with Customer Experience Insights
Act as a proactive change agent for DJCS and an advisor to cross-functional partners in Tech, Marketing, etc. Bring forward big ideas and strategic initiatives
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
Leverage insights to determine efficiencies gained through process improvement a. Identify and implement measurable improvements in self-service and agent-facing tools and projects (e.g., IVR, Verint, Customer Center)
Manage the roadmap for DJCS-owned tools and measure ROI of improvements, especially in self-service capabilities
Qualification
Required
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/or vendor partner resources
Ability to manage multiple, complex, on-going tasks, and projects
Ability to travel 10/20%
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
Preferred
Technical acumen
Excellent presentation and knowledge transfer skills
Bachelor's degree or equivalent
PMP certification
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
Company
Dow Jones
Dow Jones is a news and business information provider that delivers content to consumers and organizations via newspapers and more.
1001-5000 employees
H1B Sponsorship
Dow Jones has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (45)
2024 (40)
2023 (48)
2022 (72)
2021 (44)
2020 (39)
Funding
Current Stage
Late StageTotal Funding
unknown2007-12-13Acquired
Leadership Team
Almar Latour
CEO, Dow Jones & Publisher, The Wall Street Journal
Sarah Cottle
Executive Vice President and General Manager, Energy
Recent News
Company data provided by crunchbase