Product Support Manager

TransUnion's Job Applicant Privacy Notice

Personal Information We Collect

Your Privacy Choices

Team Overview

The Product Support team supports TransUnion’s telecom and carrier partners through high volume, order driven operational workflows. The team plays a critical role in enabling reliable service delivery by managing carrier order processing, issue resolution, and customer communications across the telecom ecosystem. This team partners closely with internal stakeholders and telecom carriers to ensure accurate, timely execution of service orders and reports to the VP of Customer Support operations. 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.

Role Overview and Core Responsibilities

This role exists to lead and scale telecom carrier order support operations, ensuring accurate and timely execution of Access Service Requests (ASRs) while maintaining high service levels for customers and partners.

Key responsibilities include:

• Lead and develop a team responsible for telecom carrier order processing, including installs, changes, and disconnects
• Oversee execution of Access Service Requests (ASR) across multiple order types (e.g., ethernet, transport, microwave)
• Ensure operational accuracy, timeliness, and compliance across high‑volume, order‑driven workflows
• Act as a second‑level escalation point for complex customer or carrier issues
• Coordinate and prioritize work across onshore and offshore teams to maximize coverage and throughput
• Partner with internal and external stakeholders to resolve order fallout and system‑related issues
• Monitor performance metrics and operational trends to identify opportunities for process improvement
• Drive consistent communication across customer, carrier, and internal calls

Required Knowledge and Experiences

• Telecom carrier operations experience, including wholesale or carrier‑grade service delivery, to ensure familiarity with industry workflows and standards
• Hands‑on experience with Access Service Requests (ASRs), including multiple order and activity types, to support accurate order execution and issue resolution
• People leadership experience managing operational teams, with accountability for performance, prioritization, and coaching
• 6+ years of experience in telecom operations, service delivery, or order management roles, including leadership responsibility
• Experience managing multiple high‑priority workflows in parallel within fast‑paced operational environments

Preferred Skills and Experiences

We’re also looking for candidates who bring experience or interest in:

Process optimization, quality control, or operational improvement initiatives Managing or partnering with offshore / distributed support teams Operational reporting, KPI tracking, or continuous improvement efforts Representing teams in customer or carrier‑facing discussions Supporting after‑hours or escalation coverage as needed

Required Technical Skills

Experience working with telecom order management or provisioning systems Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint) for reporting, communication, and operational tracking Ability to interpret operational data to support decision‑making and performance optimization

#LI-TE1

Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan well—from day one.

For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection: We’ve got your back with company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter.