Mgr, Proc Design & Integration

Location
Chicopee
Posted
May 28, 2014
Closes
Jun 27, 2014
Contact
Ms. Human Resources
Category
Design
Duration
Full Time
When you join Dow Jones, you become part of the most dynamic, creative and savvy news and information companies in the world. As a global leader in news and business intelligence, we're newswires, websites, newspapers, apps, newsletters, databases, magazines, radio and television--including some of the widest-read and most-respected brands, like The Wall Street Journal, Barron's, MarketWatch and DJX, our flagship news and analytics platform. Our media inform the discussions and decisions that are vital to the world's commerce, while our databases make the business world more transparent. We continually develop technology to transform information into insight and prosperity. From over 50 countries and in over a dozen languages, we enlighten and inspire audiences with authoritative, differentiated and trusted content.

Manager, Process Design and Integration

The Manager of Process Design and Integration will oversee the effective and efficient management of the customer experience by ensuring a holistic and consistent integrated approach to system and process design and development focusing primarily on the CRM systems and self-service sites. Proactively collaborate cross-functionally to improve the customer experience through strategic, analytic and operational management of cross-organizational customer touchpoints. Oversee global customer and customer service process development and improvement projects for CRM and self-service sites.
Responsibilities are, but not limited to:
•Work directly with senior management to define, prioritize and drive cross-functional, customer experience improvement iniatives which will require coordination with multiple internal and external partners: (Fulfillment, Marketing, IT, Delivery Operations, Global Customer Service teams, etc.)
•Oversee the development and delivery of unified customer experiences across all customer touch points, channels, processes and products
•Oversee global customer and customer service process development and improvement projects
•Own the specific design elements as well as the integrated systems that comprise the customer’s experience
•Act as a customer advocate across multiple disciplines and ensure consistent customer experiences are delivered and maintained
•Understand and assess operational implications
•Ensure a holistic and consistent integrated approach to system and process design and development
•Utilize customer feedback to influence experience design and improvements
•Evaluate and measure process performance utilizing customer metrics to measure success
•Support and participate in UAT initiatives
•Travel 10/20%

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets


Apply Here: http://www.Click2apply.net/kjh6hmq

PI78253026



Apply Here:http://www.Click2apply.net/kjh6hmq

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