Global Manager Customer Experience - Fraud - REMOTE
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What We'll Bring:
As the Manager of Customer Experience for the Global Fraud Solutions group's Customer Success team, you and your team play a key role in ensuring global solutions are performing to their stated service level agreement (SLA) standards by assessing service statistics and preparing detailed reports, managing and tracking issues to ensure accurate and complete resolution, handling first line support for day-to-day operational and technical questions for our standard support customers. Through inspirational thought leadership, customer advocacy, and strong partnerships internally and externally, this role will liaise with various TransUnion product management team, development teams, internal business development team and our Global Fraud Solutions customers to champion the best end to end experience and outcomes for this customer segment.
At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
Come be a part of our team - you'll work with great people, pioneering products and cutting-edge technology.
What You'll Bring:
- Foster an exceptional and inclusive work environment by establishing team priorities and objectives, developing staff through regular feedback, coaching, monitoring, and performance reviews.
- Translate company goals into functional department and individual career goals and provide support and guidance to employees.
- Proactively manage engagements and expectations with customers experiencing service issues and needs.
- Use your business acumen, program management, organizational change management, and communication skills to problem solve and challenge the status quo,
- Help customers realize sustained business value by collaborating closely with the Training and Development Director to accelerate customer adoption through education and enablement.
- Maintain expertise on all solutions and systems under the Global Fraud Solutions group.
- Analyze cases to isolate issues or trends and apprise leadership with creative solutions to minimize or eliminate concerning patterns or trends with an aim to improve efficiencies
- Handle various escalated issues from internal and external customers and work cross-departmentally (sales, solution architecture, product development, and professional services) to address concerns in a professional and timely manner
- Actively seek responsibility and takes pride in delivering the highest quality results and recommendations to our customers
Qualifications:
- Bachelor's degree in business, finance or computer science and/or the equivalent work experience.
- 7+ years experience in a customer facing role (e.g, consulting, success, risk, marketing) with 5+ years team leadership experience
- Fraud management or identity and access management experience
- Proven ability to support strategic data products and solutions with high aptitude for learning new technologies
- Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges.
- Strategic and mental agility, works well under pressure in a fast-paced and high energy work environment. Ownership mindset with commitment to quality and exceptional attention to detail
- Superior interpersonal and leadership skills with a passion for service
- Willingness to work a flexible schedule to accommodate incidents and global time zones. Some overnight travel could be required.
- Ability to communicate complex ideas effectively - both verbally and in writing - in English and the local office language(s) throughout all levels of an organization. Knowledge of REST principles, Web services, JavaScript and HTTP . Familiarity with Salesforce.com or similar CRM system
Impact You'll Make:
- Experience managing a fraud team/global team.
- Exposure to the financial services or insurance industries
We'd Love To See:
- Knowledge of TransUnion's fraud and identity product and services
- Advanced skills with MS Word, Excel, and PowerPoint
- Fluency in Spanish, Portuguese or French
We're supported by flexible benefits that not only cover us but our families. We offer a variety of benefit plans and options that vary by region, country and location.• Some highlights that our U.S. associates are eligible for include:• Flexible time off for exempt associates• Tuition reimbursement• Primary parental leave of at least 16 weeks• Secondary parental leave of four weeks• Adoption assistance• Fertility planning coverage• Spousal and domestic partner benefits• Charity gift matching• Employee stock purchase plan• Retirement contributions with employer match• Access to our community of Employee Resource Groups (ERG)• ... and more
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
TransUnion's Internal Job Title:
Manager II, Customer Experience