About Morningstar
Morningstar is a leading global provider of independent investment insights. Our mission is to empower investor success. We combine independent research, data, design, and technology to create products and solutions that help investors and other market participants make informed decisions.
The Group:
The Products group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed products that delight our clients. The group’s product management, product development, and service teams collaborate with our Client Solutions group to help provide clients with relevant products and bundled solutions.
The Role:
The Director of Level II Support would be a global, cross functional practice leader with responsibilities across all products, all geographies and all client segments. The goal of this role is to optimize the client service experience across Morningstar by ensuring timely resolution of issues and constant improvement.
In close coordination with Data, Product, Research and Technology, this Client Service leader will be charged with building out Morningstar’s Level II program, establishing best practices, defining roles and responsibilities, developing team wide KPI’s for the Level II teams, and be responsible for service levels across these teams.
This leader will also be responsible for establishing the feedback mechanisms between Level I and II, and be responsible for continuous process improvement for both Level I and Level II teams. E.g. if there are too many of a certain type of case being submitted to Level II, and it’s because of lack of training being done for Level I, this leader would work with the Client Service managers to make sure improvements are realized.
Level II personnel will remain in their respective teams and maintain direct reporting lines to Data, Product, Research and Technology, however, the Level II managers/ team leads, will have functional reporting into this Client Service leader.
This position is based in our Chicago office and requires four days per week in the office.
Responsibilities
- Establish monitoring across all Level II teams globally to ensure cycle time requirements are met and work on improvements when levels are not met.
- Work with existing Level II teams to ensure success and implement best practices.
- Work closely with all product areas to understand current state of Level II and work towards developing Level II groups where needed.
- Foster a sense of community among Level II groups and dedication to groups mission.
- Work closely with all Level I group leaders to ensure constant improvement to reduce number of tickets submitted and quality of submission.
- Establish knowledge base supported by all Level II analysts to help reduce ticket submission.
Requirements
- At least 7 to 10 years of experience in a client service or product management.
- Previous management experience preferred.
- Familiarity with Morningstar products and data is preferred.
- Excellent writing, communication, problem solving, organizational, and analytical skills.
- Ability to work independently and manage competing priorities and deadlines.
- Excellent computer skills.
- Knowledge of the investment industry is a plus.
- A bachelor’s degree is required. MBA is a plus.
Compensation and Benefits
At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:
Financial Health
100% 401k match up to 6% of salary
Stock Ownership Potential
Company provided life insurance - 1x salary + commission
Physical Health
Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
Additional medical Wellness Incentives - up to $300-$600 annual
Company-provided long- and short-term disability insurance
Emotional Health
Trust-Based Time Off
6-week Paid Sabbatical Program
6-Week Paid Family Caregiving Leave
Competitive 8-24 Week Paid Parental Leave
Adoption Assistance
Leadership Coaching & Formal Mentorship Opportunities
Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses
Tuition Reimbursement
Social Health
Charitable Matching Gifts program
Dollars for Doers volunteer program
Paid volunteering days
15+ Employee Resource & Affinity Groups
Total Cash Compensation Range
$165,875.00-254,341.66Inclusive of annual base salary and target incentive
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
001_MstarInc Morningstar Inc. Legal EntityMorningstar Chicago, Illinois, USA Office
Morningstar Global Headquarters Office
22 West Washington Street, Chicago, IL, United States, 60602
Morningstar’s Chicago office is the company’s headquarters, bringing together teams across research, technology, product, sales, corporate functions, and more. Employees work in a mission-driven culture shaped by independent thinking, openness, and fact-based decision-making, with the energy of a downtown location and opportunities to connect across teams.
Software Engineering
Software engineers at Morningstar build and maintain the applications that power the firm's work, and they do it in a culture built on independent thinking, evidence-based decisions, and continuous learning. Engineers are trusted to bring their own perspective and judgment to how the work gets done. That's not incidental to the culture here; it's central to it.
Product Manager
Product managers at Morningstar sit at the center of decisions that shape what gets built, and how it works. In Chicago, product managers work across areas including Credit Ratings; Data, Analytics & Research; Indexes; Investment Management & Services; and Corporate. Product managers are trusted to define what problems are worth solving and bring their own judgement to every stage of the process.
Research
Research at Morningstar spans markets, asset classes, and disciplines, all connected by the same purpose: give investors what they need to make confident decisions. Our independent research covers equities, managed investments, fixed income, alternatives, private markets, ESG and climate, and credit ratings. Analysts bring their own judgment to complex questions, and that independence is central to how the work gets done.
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