Senior Manager - Training & Quality Assurance

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, Barron’s, MarketWatch, 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. We encourage anyone that wants to join us in our mission to apply.

About the Role:

The Senior Manager, Training & Quality Assurance is responsible for new hire training, ongoing learning, knowledge management, and quality assurance across DJCS globally.  You will report to the Vice President of Customer Support Operations and be based in our New Jersey office.

You Will

• Own and modernize curricula across DJCS, defining content, sequence, timing, delivery methods, and readiness standards to shorten time to proficiency and support development beyond initial onboarding. Coordinate Training-led modules and specialist instruction from hiring teams within the agreed plan.
• Lead the expansion of 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 both program results and stakeholder feedback to ensure the team delivers effective support and a reliable partnership.

Who you Are

• You set a clear direction, challenge established approaches, and turn ideas into practical improvements.
• You are resourceful and persistent, working through obstacles and balancing change with daily operational demands.
• You develop people and deliver through others, setting clear expectations, building skills, and getting into the details when needed.
• You build stakeholder trust through responsiveness, honest communication, and follow-through.
• You use data, employee and stakeholder feedback, and testing to set priorities, make decisions, and measure results.

You Have

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