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 AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity T eft 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. Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. Accessibility As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. Protect yourself from fraudulent job postings to know more. More information about Thomson Reuters can be found on . As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.