Description
The Senior Manager, Training & Quality Assurance is responsible for new hire training, ongoing learning, knowledge management, and quality assurance across Dow Jones Customer Service (DJCS) globally.
You will report to the Vice President of Customer Support Operations and be based in our New Jersey office.
Responsibilities
- Own and modernize curricula across DJCS, defining content, sequence, timing, delivery methods, and readiness standards to shorten time to proficiency and support development beyond initial onboarding.
- Lead the expansion of web-based, self-paced learning for onboarding and ongoing uptraining, combining it with live instruction, systems practice, and shadowing where appropriate.
- Improve knowledge accuracy, usability, adoption, and maintenance, and prepare the team, content, and working practices for AI-enabled tools.
- Lead the adoption and validation of automated quality management (AQM) across teams and contact types, establish standards for coaching and performance scoring, and redeploy human QA toward targeted investigation and improvement.
- Develop staff capabilities and close Consumer/B2B knowledge gaps through cross-training and shared responsibilities, identifying where tools or specialist support are needed.
- Manage training capacity and delivery, oversee curriculum standards and trainer quality across outsourcing partners, and extend product training and onboarding capability beyond DJCS.
- Partner with stakeholders to understand needs, agree priorities and delivery commitments, and communicate progress and tradeoffs.
Requirements
- 7+ years of relevant experience.
- Experience managing a training or related performance improvement team in a contact center environment, including developing staff capabilities.
- Demonstrated success leading changes to onboarding or ongoing learning, with measurable improvements in proficiency, productivity, and learning effectiveness.
- Experience leading blended learning development and delivery, including self-paced digital content, through internal teams or external specialists.
- Experience using quality evaluation or interaction analytics to identify performance gaps and measure the results of improvement initiatives.
- Experience delivering cross-functional initiatives against agreed commitments, supported by examples of effective stakeholder partnerships.
- Ability to travel up to 20%, both domestically and internationally.
Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
For more fresh new jobs, check out yubhub.co.