Product Support Manager

TransUnion • Louisville, KY

6d • $90,000 - $135,000 • Hybrid

About The Position

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.

Requirements

• 6+ years’ experience leading people and working in the Telecom industry
• In depth understanding of ASR standards. This includes ASR order types such as ethernet, transport, microwave, 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

Nice To Haves

• 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.

Responsibilities

• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees