Project Coordinator

Dow Jones & Company•Princeton, FL

18h•$55,000 - $70,000•Hybrid

About The Position

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, MarketWatch, 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. 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.

Requirements

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.

Nice To Haves

Technical acumen (preferred).
Degree or equivalent experience (preferred).
Excellent presentation and knowledge transfer skills.

Responsibilities

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.