Project Manager at Dow Jones

Princeton, New Jersey, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Media, Customer Service, PublishingIndustries

Requirements

Based in New Jersey office
Reporting to the Manager, Projects and Continuous Improvement

Responsibilities

Manage hands-on project lifecycle from ideation through implementation
Handle 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
For approved strategic 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 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
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, focusing 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; identify and implement measurable improvements in self-service

Skills

Project Management

Continuous Improvement

RACI

RAPID

Project Lifecycle

Generative AI

Machine Learning

Agile

Stakeholder Management

Dow Jones

Provides business news and financial data

About Dow Jones

Dow Jones provides business news, financial information, and data intelligence to financial firms, professionals, and investors globally. Its main products include the Wall Street Journal, Dow Jones Newswires, and Factiva, which offer timely news, exclusive insights, and comprehensive data sets. Additionally, Dow Jones offers risk and compliance solutions to help businesses navigate issues like anti-money laundering and economic sanctions. Unlike many competitors, Dow Jones focuses on a subscription-based model, data licensing, and advertising revenue, utilizing its extensive media and data resources to equip clients with the necessary information for informed decision-making.

New York City, New YorkHeadquarters

1881Year Founded

ACQUISITIONCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Comprehensive Healthcare Plans

Comprehensive Medical, Dental and Vision Insurance Plans

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Time Off

Paid Vacation

Paid Maternity and Paternity Leave

Family Care Benefits

Family Care Benefits & Caregiving Support

Commuter Transit Program

Subscription Discounts

Employee Referral Program

Education Benefits

Retirement Plans

Comprehensive Insurance Plans

Lifestyle programs & Wellness Resources

Risks

Competition from digital-native platforms like Bloomberg and Reuters is increasing.

AI-generated content threatens traditional journalism models.

Subscription fatigue may impact Dow Jones' revenue model.

Differentiation

Dow Jones offers a unique blend of news, data, and risk compliance solutions.

The Wall Street Journal is America's largest newspaper by total average circulation.

Dow Jones provides content in 28 languages, enhancing global reach.

Upsides

Increased demand for real-time financial news boosts subscription-based services.

AI-driven journalism tools enhance content creation and personalization.

Growing importance of ESG data creates opportunities for expanded offerings.

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