Product Support Manager

What Youll Bring:

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.

• 6 years experience leading people and working in the Telecom industry
• In depth understanding of ASR standard. This includes ASR order types such as ethernet transport 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 fastpaced 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

Wed love to see:

• 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.

Impact Youll Make:

• 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

#LITE1

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law including the Los Angeles County Fair Chance Ordinance for Employers the San Francisco Fair Chance Ordinance Fair Chance Initiative for Hiring Ordinance and the California Fair Chance Act.

Adherence to Company policies sound judgment and trustworthiness working safely communicating respectfully and safeguarding business operations confidential and proprietary information and the Companys reputation are also essential expectations of this position.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates paid time off for nonexempt 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 longterm care insurance commuter benefits tuition reimbursement charity gift matching employee stock purchase plan 401(k) retirement savings with employer match and access to TransUnions 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.

Pay Scale Information :

TransUnions Internal Job Title: