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Project Coordinator

Project Coordinator

Dow Jones & CompanyPrinceton, New Jersey, USA
15 days ago
Job type
  • Full-time
Job description

Job Description : 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 Barrons MarketWatch Investors 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.

About the Role

You will be based at our New Jersey office reporting to the Manager Projects and Continuous Improvement. Key Focus Areas are :

  • Project coordination for priorities within DJCS to improve the customer and agent experience.
  • Continuous improvement of DJCS self-service tools.

You Will :

  • Establish the coordination of project activities and ensure the quality timeliness and integrity of ongoing projects and schedules. Ensure adherence to deadlines.

    • Project intake : for assigned priorities (operational tasks project workstreams or individual projects) develop detailed task / project plans define key actions / workstreams and establish timelines for when work will be completed.

  • Project execution : for assigned priorities manage project execution ensuring work is completed on schedule and within scope.
  • Follow robust project management processes and methodologies whether executing an operational task or a project workstream.
  • May organize lead and facilitate project-related meetings including the creation of agendas and preparation of materials.

    • Coordinate project activities and ensure the quality timeliness and integrity of ongoing projects and schedules. Ensure adherence to deadlines.

  • Provide timely status updates to key stakeholders on assigned initiatives.
  • Maintain detailed records and documentation of projects and develop uniform procedures for storing and keeping appropriate documentation.
  • Provide feedback to improve processes as appropriate.

    • Resolve break / fix issues for DJCS-owned systems.

  • Coordinate and validate enhancements or iterations on internal customer service tools. Oversee the quality of project deliverables. Coordinate with relevant teams for testing (UAT) and deployment. Ensure high-quality outcomes including project closures and hand-offs as needed.
  • Partner with the Manager to prioritize enhancements based on impact and feasibility. Identify inefficiencies in current processes and propose solutions for improvements. Monitor changes once implemented and provide feedback to improve processes as appropriate.
  • Focus on enhancing key metrics (e.g. SMS bot success rate). Partner with Customer Experience Insights to measure ROI of improvement especially in self-service capabilities.
  • Pair analytical skills with job shadowing agent focus groups etc. to identify needle-moving changes to the customer and agent experience.
  • Track project changes and produce updated schedules and calendars / timelines as required.
  • Industry and market awareness :

    • Stay informed of industry benchmarks for similar tools.

  • Conduct mystery shopping to test external IVR and self-serve tools.

    • You Have :

  • 0-2 years of relevant experience.
  • Excellent verbal and written skills.
  • Collaborate in a matrix environment and by leading employees and vendor partner resources.
  • Ability to manage multiple complex on-going tasks and projects.
  • 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).
  • Degree or equivalent experience (preferred).
  • Excellent presentation and knowledge transfer skills.

    • Our 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

    • Learn more about all our US benefits

    #LI-Hybrid

    Reasonable accommodation : Dow Jones Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law. EEO / Disabled / Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and / or interview process. If you need assistance or accommodation in completing your application due to a disability email us at Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

    Business Area :

    Dow Jones - Customer Service

    Job Category :

    Project / Program Management

    Union Status : Union role

    Pay Range : $55000 - $70000

    We recognize that attracting the best talent is key to our strategy and success as a company. As a result we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect and we tailor our offers within the range based on the selected candidates experience industry knowledge location technical and communication skills and other factors that may prove relevant during the interview process.

    Pay-for-performance is a key element in our strategy to attract engage and motivate talented people to do their best work. Similarly to salary for bonus eligible roles targets are set based on a variety of factors including competitive market practice.

    For benefits eligible roles in addition to cash compensation the company provides a comprehensive and highly competitive benefits package with a variety of physical health retirement and savings caregiving emotional wellbeing transportation and other benefits including elective benefits employees may select to best fit the needs and personal situations of our diverse workforce..

    Required Experience :

    IC

    Key Skills

    Microsoft Office,Microsoft Outlook,Microsoft Word,Visio,Microsoft Powerpoint,Microsoft Excel,Project Management,Sharepoint,Project Management Software,Microsoft Project,Administrative Experience,Project Coordination

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1

    Monthly Salary Salary : 55000 - 70000

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