Product Support Manager

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What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation we're consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.

Come be a part of our team - you'll work with great people, pioneering products and cutting-edge technology.

What You'll 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 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

• 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.

• 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