Full-Time Product Support Manager
Job Description
What We’ll Bring:
The Product Support Manager will play a critical role in managing the support team responsible for the order processing for data carriers. 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.
Impact You’ll Make:
- In depth understanding of ASR standard. This includes ASR order types such us ethernet, transport, EVCs and others as well as all activity types, new installs, rehomes, disconnects, etc.
- People leadership that requires developing and motivating direct reports to their potential.
- Continually evaluate the effectiveness of operational procedures and controls to maximize departmental productivity and minimize errors made by staff
- Providing coaching to direct reports by setting clear, fair, and consistent expectations
- Coordination of direct reports to provide maximum customer coverage and optimal utilization
- Ability to interpret and quantify data that represents changes in processes and provide feedback to stakeholders to improve, fix or discontinue
- Coordinate, manage and drive both customer and internal calls
- Capable of identifying 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
- Capacity to manage multiple high priority tasks in parallel through use of time management, prioritization, delegation, product knowledge, and factual data
- Perform duty as a 2nd level escalation contact outside of business hours
- 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.
What You’ll Bring:
- 6+ years’ experience leading people and working in the Telecom industry
- Proficient in Microsoft office, including Excel, Word, Outlook, and PowerPoint
- Significant attention to detail and excellent project management skills
- Excellent communication skills (written and verbal), organizational skills, and time management skills required
- Sense of urgency and the ability to discern and be concerned with sensitive customer issues
- Strong analytical, problem solving, and critical thinking skills
- Ability to thrive in a fast pace environment
- Create a supportive and inclusive environment for the team to excel
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Benefits:
TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional (following any short-term disability) 10 weeks of parental leave with gradual return, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, organizational growth potential through our online learning platform with guided career tracks, and access to TransUnion’s Employee Resource Groups.
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.
How to Apply
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