What We'll Bring:

At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.

Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

We are looking for a talented individual to join Global Service and Support as an Premier Support Manager of a small multilocation team (US, India, and Costa Rica). This individual is responsible for leading a multi-service customer facing support team that provides a combination of VIP customer support, Service Level Management (SLM), and Root Cause Analysis (RCA) support.

The manager helps to maintain and enhance the customer experience by providing concierge-level support to internal and external customers, along with driving operational excellence and improvement initiatives. This leader will be a key contributor to driving overall program improvements, working with IT leadership, Sales, Product, Legal, Compliance, and other teams as required.

Day to day leadership includes: customer inquiries, RCA requests, incident investigations, service level management, customer communication, monthly reporting and metrics, team workload review and maintenance, and escalation management.

The goal of this role is to lead a team that provides white glove service, by enhancing the customer experience through seamless support and process improvements, management of key projects, along with helping to expand the breadth of this areas support. This individual will also be a key contributor to the direction of the Global Service and Support management teams.

What You'll Bring:

• Management experience in the field of customer service, technical support, communication support, or relationship management support.
• Available for after hours / on-call support and occasional overnight travel (3-5 times per year)
• Ability to manage, develop, and motivate other associates.
• Experienced in developing presentations and presenting to medium sized audiences.
• Ability to identify problems that are typically straight-forward and update/modify procedures that typically have pre-existing documented procedures.
• Experience using ticketing systems and CRMs. Experience with SalesForce.com is preferred.
• Experience reviewing, interpreting, and providing feedback on customer contracts specifically pertaining to service level commitments.
• Experience writing, reviewing, presenting and providing feedback on customer facing RCA documents.
• Experienced in data organization / reporting. Comfortable using built-in reporting tools from various CRMs including report modification as well as key functions in MS Excel (pivot tables, Vlookups, combo charts).
• Familiarity with ITIL best practices. Certification strongly encouraged.
• Bachelor’s degree in business, finance or computer science and/or the equivalent of 5+ years of customer support or operations experience with a strong operations support background.

Impact You'll Make:

Team Management: As a manager you contribute to and foster an exceptional, collaborative, and inclusive work environment by establishing team priorities and objectives, developing staff through regular feedback, coaching, monitoring, and performance reviews. Translate company goals into functional department and individual career goals and provide support and guidance to employees. Develop a high performing team by fostering trust, holding the team accountable, and supporting career growth paths. You will work with the Sr. Manager of Global Sales and Support (GSS) to forecast future headcount needs and participate in the recruitment and hiring of new team members.

Engagement Management: Proactively manage engagements and expectations with customers experiencing service issues and other service needs. Use your business acumen, program management, organizational change management, and communication skills to problem solve, challenge the status quo, and align a broad range of cross-functional teams including Sales, Service Desk, Incident Management, Problem Management, and other key Global Technology teams in order to keep customers engaged and informed. Help customers, sales, and other key internal teams to realize sustained business value of your team's services including the completion of monthly summary reports that track key wins, project status, and relevant KPIs.

Project Management: Create and execute on project plans supporting key internal and external initiatives. Provide project oversight including status updates and visibility to any blockers that may result in delays. Works across teams to align on project needs and address blockers.

Subject Matter Expertise: Maintain expertise on all functions and processes within the RCA, Premier Support, and SLM domains. Grows knowledge of the various TransUnion applications and the teams that support them.

Process Orientation: Analyze support ticket data pertaining to our products and platforms in order to isolate issues or trends and apprise leadership with creative solutions that may minimize or eliminate concerning patterns or trends. Initiate and govern process improvements when identified. Work cross-departmentally to address customer concerns in a timely manner by creating tools and processes to automate repetitive tasks, improve efficiency, and improve the monitoring and metrics of our solutions.

Problem Solving: Uses available reports and other data to proactively detect problems and / or improvement opportunities. For reactive scenarios, responds to customer and internal escalations and provides support through problem resolution. Initiates changes to project direction where required, and able to decide and act without the total picture.

Diverse Perspective: Brings a unique skillset or approach to the table in every customer engagement or internal activity.

Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.

Team Player: Effectively integrates, motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.

Mentorship: As a manager, you are expected to not only have a tremendous impact in systems impacting customers, you also have a leading role in mentoring and coaching junior teammates to engender effective contribution to TransUnion’s solutions.

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. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting ERCoE@transunion.com.

Pay Scale Information:

The U.S. base salary range for this position is $101,250.00 - $168,750 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.