Description:
As the Manager, Algorithms you'll be engaging with stakeholders such as Sales, Data Strategy, Product, Operations, and Marketing, this role focuses on global client interaction, understanding market needs, and managing the search and matching algorithm software within Dow Jones Risk & Compliance products.
Reporting to the Director of Algorithms, you'll be coordinating with internal and third-party teams, ensuring our matching functionalities meet the market needs, including documentation accuracy, and effective communication with both internal teams and clients. You will also lead customer migrations, drive algorithm development in line with customer feedback, and establish expertise in our matching algorithms. Responsibilities include devising strategies to enhance market presence for our Risk & Compliance products with regard to search and matching and collaborating closely with Technology and Data Strategy teams.
Key Responsibilities
Customer Service/Migration:
- Conduct client education and feedback sessions for smooth migration between matching algorithms.
- Assist in customer configuration processes and provide necessary support during transitions.
- Manage customer migration processes, including feedback sessions and expertise during signoff and cutovers.
- Address, document, and analyse customer support issues to propose effective solutions.
- Maintain a thorough understanding of customer needs and the risk and compliance market as related to matching.
Product Integration
- Coordinate metadata analysis and usage of explainability tools across all products using matching algorithms.
Product Management
- Support internal and external communication for new releases and maintain user guides.
- Engage with Sales and Customers to gather feedback, offer support, and identify product enhancement opportunities.
- Collaborate with Sales, Marketing, and Proposition teams to effectively position matching products in the market.
- Provide comprehensive training and support to Sales teams across the Americas, EMEA, and APAC regions.
- Develop and refine service offerings to meet evolving client needs and improve overall product quality.
Key Skills And Experience
- Strong customer service skills with a knack for understanding and addressing diverse client needs
- Prior experience working on client migrations and with client data
- Adaptability to work across different time zones and business cultures
- Independence in managing client and product requirements, influencing decision-making
- Proven track record in goal-setting and achievement
- Collaborative team player across various functional and client project teams
- Familiarity with search, text matching technologies & machine learning advantageous
- Optional understanding of linguistics
- Knowledge of Risk & Compliance industry (beneficial but not mandatory)