Customer Technical Support Manager

Operations Manager

At TransUnion, we strive to build an environment where our associates are in the driver's 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 – you'll 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, you'll manage a customer-facing, multi-service support organization focused on delivering timely, high-quality service and a great customer experience. You'll also drive operational improvements and work closely with cross-functional partners—including IT, Sales, Product, Legal, and Compliance—to 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
• Bachelor's 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 customer-facing technical or operations environment
• Available for after hours/on call support

We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're 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 day-to-day operations of a global B2B support team, overseeing customer inquiries, incident response, escalations, reporting, and workload management
• Drive a seamless and high-quality 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 cross-functional teams—including Sales, Product, Technology, Legal, and Compliance—to resolve issues and align on customer needs
• Build, coach, and develop a high-performing, 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

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 TransUnion's 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 TransUnion's 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 individual's 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 TransUnion's annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

Manager I, IT Support

Company: TransUnion LLC