Manager, Customer Trust, Premier Support and Audit

Thomson Reuters • Richmond, VA

47d • Hybrid

About The Position

We're looking for a customer-facing leader with a consultancy background to manage our Premier Support and Customer Audit Teams. This role is ideal for someone who understands audit and compliance from a business perspective, can build strong client relationships, and knows how to translate security and compliance requirements into clear, actionable guidance for customers. About the Role Lead and develop the Premier Support and Customer Audit teams, creating a collaborative and customer-focused culture Act as a trusted advisor to customers on security, compliance, and audit matters—you'll be the face of our Customer Trust organization Manage customer audit responses, support engagements, and escalations, ensuring timely and high-quality delivery Support customer meetings, audit calls, and presentations, explaining our security and compliance posture in business terms Work with cross-functional teams (Product, Sales, Legal, Risk) to resolve customer concerns and improve our processes Build and maintain standardized responses, templates, and knowledge resources to improve efficiency Identify opportunities to streamline processes and improve the customer experience Monitor customer feedback and program metrics to drive continuous improvement Develop team members and build succession capability within the organization About You You're a strong fit if you have: 5-7+ years of experience in consulting (Big 4, mid-tier firm, or similar), with exposure to Cybersecurity, IT audit, GRC, or compliance advisory Strong understanding of audit processes and common frameworks (SOC 2, ISO 27001, NIST) from a business or advisory perspective—you don't need to be a technical auditor Proven ability to build relationships and communicate effectively with customers at all levels Experience leading or developing teams in a customer-facing environment Excellent verbal and written communication skills, with the ability to simplify complex topics Comfortable managing multiple priorities and working across functions Relevant certifications (CISA, CISM, CISSP, or similar) are a plus but not required Willingness to travel occasionally for customer meetings #LI-LB1

Requirements

• 5-7+ years of experience in consulting (Big 4, mid-tier firm, or similar), with exposure to Cybersecurity, IT audit, GRC, or compliance advisory
• Strong understanding of audit processes and common frameworks (SOC 2, ISO 27001, NIST) from a business or advisory perspective—you don't need to be a technical auditor
• Proven ability to build relationships and communicate effectively with customers at all levels
• Experience leading or developing teams in a customer-facing environment
• Excellent verbal and written communication skills, with the ability to simplify complex topics
• Comfortable managing multiple priorities and working across functions
• Willingness to travel occasionally for customer meetings

Nice To Haves

• Relevant certifications (CISA, CISM, CISSP, or similar) are a plus but not required

Responsibilities

• Lead and develop the Premier Support and Customer Audit teams, creating a collaborative and customer-focused culture
• Act as a trusted advisor to customers on security, compliance, and audit matters—you'll be the face of our Customer Trust organization
• Manage customer audit responses, support engagements, and escalations, ensuring timely and high-quality delivery
• Support customer meetings, audit calls, and presentations, explaining our security and compliance posture in business terms
• Work with cross-functional teams (Product, Sales, Legal, Risk) to resolve customer concerns and improve our processes
• Build and maintain standardized responses, templates, and knowledge resources to improve efficiency
• Identify opportunities to streamline processes and improve the customer experience
• Monitor customer feedback and program metrics to drive continuous improvement
• Develop team members and build succession capability within the organization

Benefits

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
• In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed