Manager, Customer Trust, Premier Support and Audit

Thomson Reuters • Eagan, MN

86d • $99,400 - $184,600 • Hybrid

About The Position

We are seeking an accomplished and strategic leader to manage our Premier Support and Customer Audit Teams within the Customer Trust organization. This role is designed for a highly consultative professional who thrives on building relationships, delivering exceptional value to clients, and driving operational excellence. As a key leader in our succession plan, you will have broad influence-guiding critical programs, developing future leaders, and shaping the strategic direction of our customer-facing security and audit services.

Requirements

• Demonstrated experience in a leadership role within information security, compliance, risk management, or consulting (Big 4, top-tier consultancy, or global enterprise preferred).
• Deep consulting skills, with a track record of building trust and influencing at all organizational levels-both internally and externally.
• Strong expertise in IT audit, GRC (Governance, Risk, & Compliance), cybersecurity, third-party risk management, or related fields.
• Proven ability to lead, inspire, and develop high-performing teams in a dynamic, matrixed environment.
• Advanced communication and presentation skills, with the ability to translate complex technical and regulatory concepts for diverse audiences.
• Experience managing customer-facing programs and resolving escalations with professionalism and urgency.
• Working knowledge of key frameworks and standards (e.g., SOC 2, ISO 27001, NIST, PCI, ITGC).
• Relevant industry certifications (e.g., CISSP, CISA, CISM, GSEC, ITIL) are highly desirable.
• Strategic, analytical, and solutions-oriented mindset with a passion for innovation and continuous improvement.
• Commitment to fostering a diverse, inclusive, and growth-oriented team culture.
• Ability to travel as needed to support customer and internal engagements.
• Willingness to undergo background screening, including employment, criminal, and educational verification.

Responsibilities

• Provide visionary leadership and mentorship to the Premier Support and Customer Audit teams, fostering a collaborative, high-performance culture.
• Serve as a trusted advisor to both clients and internal stakeholders, leveraging consulting expertise to address complex security, compliance, and audit requirements.
• Oversee the execution and continuous improvement of customer audit and premier support engagements, ensuring the highest standards of quality, accuracy, and client satisfaction.
• Guide teams in the proactive identification and resolution of customer concerns, audit findings, and process gaps, maintaining strong relationships and building long-term trust.
• Champion innovation by identifying and implementing best practices, process automations, and new technologies that enhance customer experience and operational efficiency.
• Support key customer meetings, audit calls, and presentations, articulating Thomson Reuters' security posture and value proposition with clarity and credibility.
• Drive the development and maintenance of standardized responses, security collateral, and knowledge management resources, ensuring consistency and completeness.
• Collaborate with senior leadership and cross-functional partners (including product, technology, sales, legal, and risk teams) to align customer trust initiatives with organizational priorities.
• Analyze customer feedback and program metrics to identify trends, inform strategy, and prioritize continuous improvement initiatives.
• Support the professional growth and succession planning of team members by identifying and nurturing emerging leaders.
• Stay current on industry trends, regulatory changes, and best practices in information security, risk management, and customer engagement.
• Ensure the team's delivery aligns with business objectives and regulatory obligations, supporting both day-to-day operations and strategic initiatives.

Benefits

• Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office depending on the role).
• Flexibility & Work-Life Balance: Supportive workplace policies designed to help manage personal and professional responsibilities.
• Career Development and Growth: Culture of continuous learning and skill development.
• Industry Competitive Benefits: Comprehensive benefit plans including flexible vacation, mental health days, retirement savings, and tuition reimbursement.
• Culture: Award-winning reputation for inclusion and belonging, flexibility, and work-life balance.
• Social Impact: Opportunities for paid volunteer days and involvement in pro-bono consulting projects.
• Making a Real-World Impact: Helping customers pursue justice, truth, and transparency.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Publishing Industries
• Number of Employees: 5,001-10,000 employees