Team Manager, Product Support, Customer Experience Team Are you ready to play a pivotal role in managing customer support and driving operational excellence? Join our Customer Experience Team at Thomson Reuters and contribute to creating memorable and positive customer experiences. About the Role In this opportunity as Team Manager, Product Support, you will: Team Leadership: Manage a team of customer support employees, providing guidance and support for day-to-day operations. Coaching and Performance: Coach staff to deliver excellent customer service and ensure adherence to procedures. Set and maintain high-performance standards. Key Performance Measures: Maintain and improve key performance measures, actively working towards enhancing the team's efficiency and effectiveness. Issue Management: Proactively manage customer issues, acting as the first-level escalation point for the team. Work towards reducing the volume and time of outstanding service requests. Project Delivery: Lead key projects aimed at improving customer service. Proactively contribute ideas to the Management Team for continuous improvement. Training and Development: Collaborate with Training and Workforce Management to ensure staff have the necessary skills and knowledge. Conduct call assessments and coaching to meet targets. Stakeholder Collaboration: Liaise between Sales, Product Management, and Support. Transition processes and actively participate in cross-functional meetings, handling widespread issues and process changes. About You You're a fit for the role of Team Manager, Product Support if your background includes: Leadership Experience: Demonstrated experience in managing teams, coaching, and setting performance standards. Customer Support Expertise: Proven track record in hands-on customer support, query resolution, and call management. Project Management: Ability to deliver key projects aimed at improving customer service. Knowledge and Skill Development: Proactive approach to maintaining knowledge and skills, ensuring the team stays abreast of customer and staff experiences. Communication Skills: Excellent communication skills to collaborate with internal stakeholders and contribute ideas to the Management Team. Problem-solving: Effective problem-solving skills to proactively manage customer issues and contribute to continuous improvement. What's in it For You? Join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through: Hybrid Work Model: Flexibility in a hybrid working environment. Wellbeing: Comprehensive benefit plans, flexible vacation, mental health days, and more. Culture: Globally recognized and award-winning reputation for equality, diversity, and inclusion. Learning Development: Access to LinkedIn Learning and internal Talent Marketplace. Social Impact: Employee-driven Business Resource Groups, volunteer days, and ESG initiatives. Purpose Driven Work: Contribute to a company that helps pursue justice, truth, and transparency worldwide. #LI-LP2 In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and ADD insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $67,200 - $124,800. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This job posting will close 02/20/2024. ¿Quieres formar parte de un equipo que ayuda a reinventar la forma en que trabajan los profesionales del conocimiento? ¿Qué tal un equipo que trabaja todos los días para crear un futuro más transparente, justo e inclusivo? En Thomson Reuters, hemos estado haciendo precisamente eso durante casi 160 años. Nuestros productos y servicios líderes en la industria incluyen software y herramientas altamente especializados basados en información para profesionales legales, tributarios, contables y de cumplimiento, combinados con los servicios de noticias más globales del mundo: Reuters. Ayudamos a estos profesionales a hacer mejor su trabajo, dándoles más tiempo para centrarse en las cosas que más importan: asesorar, defender, negociar, gobernar e informar. Contamos con el talento de 26 000 empleados en más de 70 países, donde todos tienen la oportunidad de contribuir y crecer profesionalmente en entornos de trabajo flexibles que celebran la diversidad y la inclusión. En un momento en que la objetividad, la exactitud, la equidad y la transparencia están siendo atacadas, consideramos que es nuestro deber perseguirlas. ¿Suena emocionante? Únete a nosotros y ayude a dar forma a las industrias que hacen avanzar a la sociedad. Accesibilidad Como empresa global, confiamos en la diversidad de culturas y pensamientos para alcanzar nuestros objetivos. Para garantizar que podamos hacerlo, buscamos empleados talentosos y calificados en todas nuestras operaciones en todo el mundo, independientemente de su raza, color, sexo/género, incluido el embarazo, la identidad y expresión de género, el origen nacional, religión, orientación sexual, discapacidad, edad, estado civil, estado de ciudadano, estado de veterano o cualquier otra clasificación protegida según la ley aplicable. Thomson Reuters se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo y acción afirmativa y ofrece un lugar de trabajo libre de drogas. También hacemos adaptaciones razonables para personas calificadas con discapacidades y para creencias religiosas sinceras de acuerdo con la ley aplicable. Protégete de ofertas de trabajo fraudulentas haz click aquí para más información. Podés encontrar más información sobre Thomson Reuters en thomsonreuters.com. Thomson Reuters proporciona a los profesionales la inteligencia , tecnologia y experiencia humana que necesitan para encontrar respuestas confiables . Permitimos que los profesionales de los mercados financieros y de riesgos , legales , fiscales , contables y de medios de comunicacion , tomen las decisiones más importantes , todo ello impulsado por la organizacion de noticas más confiable del mundo. Hear from one of our AI Experts, Shawn Malhotra, Thomson Reuters' Head of Engineering on the key components that go into innovating AI at Thomson Reuters.