Product Support Manager

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What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation we’re consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

What You'll Bring:

The Product Support Manager will play a critical role in managing the support team responsible for the order processing for data carriers. You will be leading a team of talented industry experts to provide support to carriers in the telecom industry.  The role consists of functions in support of Access Service Requests (ASR) as related to communications wholesale providers.

• 6+ years’ experience leading people and working in the Telecom industry
• In depth understanding of ASR standard.  This includes ASR order types such as ethernet, transport, and others as well as all activity types, new installs, changes, disconnects, etc.   
• Significant attention to detail and excellent project management skills.
• Excellent communication skills (written and verbal), organizational skills, and time management skills required.
• Strong analytical, problem solving, and critical thinking skills.
• Ability to thrive in a fast-paced environment.
• Coordination of direct reports to provide maximum customer coverage and optimal utilization
• Capacity to manage multiple high priority tasks in parallel through use of time management, prioritization, delegation, product knowledge, and factual data
• Proficient in Microsoft office, including Excel, Word, Outlook, and PowerPoint

We'd love to see:

• Sense of urgency and the ability to discern and be concerned with sensitive customer issues
• People leadership that requires developing and motivating direct reports to their potential.
• Ability to interpret and quantify data that represents changes in processes and provide feedback to stakeholders to improve, fix or discontinue
• Ability to identify system issues, and troubleshoot to provide more information to internal and external teams
• Willingness to occasionally travel to represent TU and interact with peers and customers and to perform duties as a 2nd level escalation contact outside of regular business hours as needed.

Impact You'll Make:

• Create a supportive and inclusive environment for the team to excel
• Continually evaluate the effectiveness of operational procedures and controls to maximize departmental productivity and minimize errors made by staff
• Provide coaching to direct reports by setting clear, fair, and consistent expectations
• Oversee a team overseas to prioritize orders for timely order submission, accuracy, resolution of fallout, and completion.
• Coordinate, manage and drive both customer and internal calls

#LI-TE1

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

Pay Scale Information :

The U.S. base salary range for this position is $90,000.00 - $135,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.

Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion's Internal Job Title:

Manager I, Customer Support Operations