Product Support Manager
About The Position
The Product Support team supports TransUnion’s telecom and carrier partners through high volume, order driven operational workflows. The team plays a critical role in enabling reliable service delivery by managing carrier order processing, issue resolution, and customer communications across the telecom ecosystem. This team partners closely with internal stakeholders and telecom carriers to ensure accurate, timely execution of service orders and reports to the VP of Customer Support operations. 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. Role Overview and Core Responsibilities This role exists to lead and scale telecom carrier order support operations, ensuring accurate and timely execution of Access Service Requests (ASRs) while maintaining high service levels for customers and partners.
Requirements
- Telecom carrier operations experience, including wholesale or carrier‑grade service delivery, to ensure familiarity with industry workflows and standards
- Hands‑on experience with Access Service Requests (ASRs), including multiple order and activity types, to support accurate order execution and issue resolution
- People leadership experience managing operational teams, with accountability for performance, prioritization, and coaching
- 6+ years of experience in telecom operations, service delivery, or order management roles, including leadership responsibility
- Experience managing multiple high‑priority workflows in parallel within fast‑paced operational environments
- Experience working with telecom order management or provisioning systems
- Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint) for reporting, communication, and operational tracking
- Ability to interpret operational data to support decision‑making and performance optimization
Nice To Haves
- Process optimization, quality control, or operational improvement initiatives
- Managing or partnering with offshore / distributed support teams
- Operational reporting, KPI tracking, or continuous improvement efforts
- Representing teams in customer or carrier‑facing discussions
- Supporting after‑hours or escalation coverage as needed
Responsibilities
- Lead and develop a team responsible for telecom carrier order processing, including installs, changes, and disconnects
- Oversee execution of Access Service Requests (ASR) across multiple order types (e.g., ethernet, transport, microwave)
- Ensure operational accuracy, timeliness, and compliance across high‑volume, order‑driven workflows
- Act as a second‑level escalation point for complex customer or carrier issues
- Coordinate and prioritize work across onshore and offshore teams to maximize coverage and throughput
- Partner with internal and external stakeholders to resolve order fallout and system‑related issues
- Monitor performance metrics and operational trends to identify opportunities for process improvement
- Drive consistent communication across customer, carrier, and internal calls
Benefits
- Day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
- Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
- Tax‑advantaged HSA and FSA accounts
- Company‑paid basic life and AD&D
- Optional voluntary life and AD&D for you and your family
- Short‑ and long‑term disability
- Legal plan
- Pet insurance
- Travel accident coverage
- Adoption assistance
- Fertility planning coverage
- Caregiver support
- Dependent Care FSA for possibility of an employer match
- Complimentary Care@Work membership
- Up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
- 401(k) with employer match
- Employee Stock Purchase Plan (ESPP)
- Financial wellness resources
- Career coaching
- Optional long‑term care insurance
- Tuition reimbursement
- Flexible time off for exempt employees or paid time off for nonexempt employees
- Up to 12 paid holidays per year
- Commuter benefits
- Employee discounts
- Charitable gift matching
- Paid volunteer time off
- Corporate volunteer events
- 24/7 support including professional therapy, coaching, and emotional well‑being programs
- Guided meditation and resources that support physical, mental, social, and financial wellness.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
