Senior Manager - Training & Quality Assurance

Dow Jones & Company•Princeton, FL

1d•Hybrid

About The Position

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. The role is based in the New Jersey office and reports to the Vice President of Customer Support Operations. DJCS supports customers accessing trusted news and business information from brands including The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance. The role owns and modernizes curricula across DJCS, expanding web-based self-paced learning while combining it with live instruction, systems practice, and shadowing as appropriate. It leads improvements to knowledge resources and the adoption and validation of automated quality management (AQM), while developing staff capabilities and closing Consumer/B2B knowledge gaps. The Senior Manager also manages training capacity and delivery, oversees curriculum standards and trainer quality across outsourcing partners, and builds training and onboarding capability beyond DJCS. The successful candidate sets direction, turns ideas into practical improvements, develops people, builds stakeholder trust, and uses data, feedback, and testing to set priorities and measure results. Travel of up to 20%, domestically and internationally, is required.

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.

Nice To Haves

Experience implementing or expanding automated quality management (AQM).
Experience managing knowledge resources or implementing AI-enabled learning, knowledge, or employee-support tools.
Experience selecting or managing learning technology, external specialists, or outsourced training and QA programs.

Responsibilities

Own and modernize DJCS curricula, defining content, sequence, timing, delivery methods, and readiness standards.
Coordinate Training-led modules and specialist instruction from hiring teams within the agreed plan.
Expand 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.
Measure program results and stakeholder feedback to ensure effective support and a reliable partnership.
Develop people and deliver through others by setting expectations, building skills, and providing detailed support when needed.