Customer Technical Support Manager

TransUnion's Job Applicant Privacy Notice Personal Information We Collect Your Privacy Choices What We'll Bring: At TransUnion, we strive to build an environment where our associates are in the drivers seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day. Come be a part of our team youll work with great people, pioneering products and cutting-edge technology. The Operations Manager will lead a global B2B technical support team across the U.S. and India. In this role, youll manage a customerfacing, multiservice support organization focused on delivering timely, highquality service and a great customer experience. Youll also drive operational improvements and work closely with crossfunctional partnersincluding IT, Sales, Product, Legal, and Complianceto support customers and strengthen our overall support programs. What You'll Bring: 3+ years experience managing teams in customer service, technical support, or relationship management roles 5+ years in customer support or operations Bachelors degree in business, finance, computer science, or equivalent experience Experience with ticketing systems and CRMs (Salesforce preferred) Experience supporting B2B customers and working in a customerfacing technical or operations environment Available for after hours/on call support Were also looking for the preferred skills below. Whether you are proficient or could use some brushing up, were happy to support your development in: Familiarity with ITIL (Information Technology Infrastructure Library) best practices or service management frameworks Experience with reporting and data analysis (Excel, CRM reporting tools) Impact You'll Make: Lead the daytoday operations of a global B2B support team, overseeing customer inquiries, incident response, escalations, reporting, and workload management Drive a seamless and highquality customer experience through consistent support delivery and continuous process improvements Analyze support data, trends, and metrics to identify opportunities for operational efficiencies and service enhancements Partner closely with crossfunctional teamsincluding Sales, Product, Technology, Legal, and Complianceto resolve issues and align on customer needs Build, coach, and develop a highperforming, inclusive team through clear goals, feedback, and career development Contribute to the broader direction, strategy, and ongoing improvement of the Global Service and Support organization #LI-AB1 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. 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. 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 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. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnions Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting ERCoE@transunion.com. Pay Scale Information : The pay range for this position is $90,000.00 - $168,750 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individuals education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnions annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents. TransUnion's Internal Job Title: Manager I, IT Support Company: TransUnion LLC Beware of scams tied to potential career opportunities. If you received a link, email, text or social media communication you werent expecting from TransUnion, take a moment to confirm the relevant information. Be wary when providing personal information. Contact careers@transunion.com or (312) 258-1717 for assistance. View TransUnion's Job Applicant Privacy Notice TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.