Project Manager, Program ​/ Project Manager, Operations Manager

About the Team:

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, Market Watch, Investor's Business Daily, Dow Jones Factiva, and Dow Jones Risk & Compliance.

You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

You will be based at our New Jersey office reporting to the Manager, Projects and Continuous Improvement. The key focus area is Project Management for assigned initiatives and projects that impact DJCS, customer experience and/or agent experience.

• Manage hands‑on project lifecycle from ideation through implementation.
• Project intake: act as the conduit between the business and DJCS to identify initiatives with direct impact on customer and agent experience. Support the intake process for project resource requests.
• Project execution: for assigned 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.
• Implement and follow robust project management processes and methodologies.
• Lead and track project scope/work streams related to DJCS systems that directly impact customer and agent experience using formal PM frameworks (e.g., RACI, RAPID).
• Maintain structure and accountability throughout the project lifecycle.
• Work with cross-discipline teams to implement process improvements.
• Be a liaison and connector—not singular DJCS SME—on DJ-wide initiatives.
• Identify key opportunities to bring in Training, CEI, GCS SMEs and other resources.
• Ensure that functional SMEs are engaged as accountable decision‑makers.
• Partner for success with stakeholders across and beyond DJCS to ensure expertise and needs are reflected in project requirements and delivery.
  
  Clearly communicate changes in process and technology to stakeholders.
• Effectively manage stakeholder expectations through clear and consistent communication. Conduct regular status meetings and provide timely updates on project progress, milestones, and potential roadblocks. Ensure all relevant parties are informed and aligned.
• Manage communication plans and expectations for assigned internal projects. Elevate stakeholder awareness while driving execution, without owning SME content.
• Be a partner to global stakeholders in problem‑solving.
• Proactively identify and manage project risks and issues. Develop mitigation plans and elevate issues.
• Bring agent and customer experience expertise to projects external to DJCS to mitigate potential risks and issues.
• 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.

• 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 vendor partner resources.
• Ability to manage multiple, complex, on‑going tasks, and projects.
• A willingness to Travel 10/20%.
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
• Technical acumen (preferred).
• Excellent presentation and knowledge transfer skills (preferred).
• Degree or equivalent experience (preferred).
• PMP certification (desired).

• 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

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Reasonable accommodation:
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