Frontline Support (FLS) Manager

Refinitiv; Manila; Hybrid; PHP 1,200,000 - 2,300,000; Full time

Benefits offered by this job

Hybrid Work Model

Grow My Way career development

Comprehensive benefits plan

Job summary

Thomson Reuters is seeking a Frontline Support Manager to lead a worldwide support organization and drive innovations in AI, automation and data-driven insights. You will manage analysts and Team Leads, shaping how we serve customers and influence business decisions from Manila.

Ideal candidates bring 5+ years in IT support or helpdesk leadership, strong data literacy, and experience with CRM platforms like Salesforce or ServiceNow. Hybrid work is offered.

Qualifications

• 5+ years in a leadership or managerial position, including managing team leads or other people managers.
• Experience leading a distributed team across multiple time zones and regions.
• Strong data literacy: ability to build reporting and reconcile figures.
• ITIL-based knowledge and familiarity with service management frameworks.
• Experience connecting service performance to retention or relationships.
• Proficiency in CRM/ticketing platforms such as Salesforce and ServiceNow.

Responsibilities

• Lead, mentor and develop frontline support analysts and Team Leads with cross-region coverage.
• Own frontline incident, problem and feedback processes and drive continuous improvement.
• Forecast resources and manage frontline budget; build frontline capacity models and reporting.
• Own knowledge base, quality assurance and ticket documentation standards.
• Collaborate with Sales, Product and Technology on critical issues and product decisions.
• Communicate with senior leadership and stakeholders across governance forums.

Skills

Leadership

Team management

Data literacy

ITIL knowledge

Customer support experience

English proficiency

Education

Higher education in Computer Science / IT / Journalism

Tools

Salesforce

ServiceNow

Job description

Front Line Support Manager Job Description Ready to shape the future of customer support on a global scale? Reuters is looking for a Frontline Support Manager to lead a worldwide support organization and play a key role in transforming how we serve customers. Beyond managing a team of analysts and Team Leads, you’ll drive innovation through AI, automation, and data-driven insights, helping reduce customer effort and improve the overall support experience. This is an opportunity to influence business decisions, develop future-ready support strategies, and build a high-performing team that delivers real impact for customers and the organization alike.

Key Responsibilities

• 1. Team Leadership and People Management Lead, mentor and develop second-line Team Leads, holding them accountable for the performance and development of their own teams. Lead, develop and empower a team of frontline support analysts with specialties in customer technical support and editorial support. Provide regular coaching, training and performance evaluations. Own team scheduling and shift design to ensure adequate coverage across all support channels and the APAC, EMEA and AMERS shift boundaries, including handover quality between regions. Develop, implement and refine service and operating level KPIs to improve service delivery and response times. Translate Reuters Customer Solutions priorities into the frontline operating plan, including performance standards, process improvement and resource recommendations. Own frontline hiring: define role requirements, lead selection and make hiring decisions for analyst and lead vacancies. Design structured onboarding so new hires reach competence on a documented timeline, not by osmosis. Build succession depth and leadership capability within the frontline team. Address employee concerns directly and manage workplace issues, including formal grievances, with fairness and timely resolution. Single point of contact and site coordinator for Reuters staff in Manila ensuring safety and liaison with local site leaders.
• 2. Incident and Problem Management Ensure timely resolution of customer inquiries and incidents in line with SLAs and ITIL frameworks. Escalate complex issues to second-level support with complete context. An escalation is a warm handoff with documented diagnostics, not a reassigned ticket. Manage high-severity incident swarming and stakeholder communication. For P1 incidents the frontline manager is the initial incident coordinator until a formal Incident Manager joins. Own first-level incident, problem and feedback processes within the service management process stack. Drive continuous improvement. Raise, own and drive Problem records to closure in the work management system — stated root cause, agreed acceptable level, quantified remediation benefit. Identify recurring themes across the organization and convert them into problem prevention rather than repeat incident handling.
• 3. Capacity, Data and Reporting Ownership Own the frontline capacity model: documented success definition, key metrics, warning and breaking thresholds at analyst, team and functional-area level. Produce frontline reporting end to end. Build and maintain it yourself or through your Team Leads. Reporting accountability does not transfer to an analyst or a shared resource. Forecast resource needs and manage the allocated frontline operating budget. Maintain a defensible baseline for every headline metric. State the population a figure measures whenever it is presented. Reconcile conflicting figures before they are reported upward. Flag data limitations without being asked. Perform and document root‑cause analysis on volume drivers. Quantify what a remediation removes and what that effort buys. Generate reporting on team performance, incident trends and service improvements to a cadence agreed with the Director of Service Enablement.
• 4. Customer Experience, Quality and Knowledge Own the frontline approach to customer experience, using feedback, satisfaction scores, support NPS and service data to identify friction and prioritize improvement. Turn service insight into actions that reduce customer effort, protect at‑risk relationships and strengthen support’s contribution to retention. Own the quality assurance regime: audit coverage, calibration between Team Leads, targeted remediation where quality trends move. Set and enforce ticket documentation standards. A case with incomplete notes cannot be handed off, audited or learned from. This is non‑negotiable. Maintain the frontline knowledge base. Ensure analysts contribute solutions from resolved cases and consult existing articles before reinventing answers. Partner with Sales, Product and Technology on material customer issues, ensuring frontline evidence informs recovery plans and product decisions. Feed product‑specific support patterns to Product and Engineering so recurring issues inform the development backlog, not only the support queue.
• 5. Process Optimization, Automation and AI Enablement Own the AI and automation roadmap for frontline support, focused on speed, consistency and confidence in time‑sensitive news. Identify repetitive case patterns. Eliminate them through automation, filtering or self‑service in preference to reducing the effort each one takes. Establish the trusted knowledge base, data quality, case taxonomy and workflow discipline that AI assistance and automation require. Deploy AI for knowledge retrieval, case summarization, pattern detection and next‑action guidance while preserving human judgment on escalation and risk. Size opportunities with evidence before deployment. Validate service, capacity and customer outcomes after.
• 6. Governance, Commitments and Stakeholder Collaboration Represent the frontline organization in recurring governance forums, arriving with a dated position on open items rather than a status narrative. Own dated commitments across multiple governance forums. Offer a target date without being asked and report status against it unprompted. Where a date cannot yet be committed, state a soft target and the uncertainty behind it. Partner with Product, Technology and Sales to address support‑related challenges. Prepare the frontline input to business cases and investment recommendations when requested by the Director of Service Enablement. Participate in service reviews and contribute to service improvement initiatives. Communicate bi‑directionally between the team and senior leadership, and across peer functions.

Required Qualifications

• More than 3 years in a leadership or managerial position, including demonstrable experience managing team leads or other people managers.
• Experience leading a distributed team across multiple time zones, with accountability for coverage and handover between regions.
• Demonstrated ownership of workforce capacity or productivity modeling, and comfort defending the assumptions behind it.
• Strong data literacy: able to build reporting, reconcile conflicting figures, and identify when a number does not support the conclusion drawn from it.
• Over 5 years of experience in IT support or helpdesk roles, preferably in a media environment.
• Significant experience performing root cause analysis in a customer support environment.
• Experience connecting service performance and customer feedback to retention or relationship outcomes.
• Experience hiring, onboarding and building support teams, including defining role requirements and leading selection.
• Strong verbal and written communication and problem‑solving skills.
• Proficiency in CRM and ticketing platforms such as Salesforce and ServiceNow.
• English required (written and verbal).
• Higher education in Computer Science, Information Technology, Journalism or a related field.
• Knowledge of Windows and macOS operating systems.
• Familiarity with fundamental network concepts (TCP/IP, DNS, DHCP) and IT security best practices.
• Able to work productively both independently and in close collaboration, in a fast‑paced, customer‑driven and sometimes unpredictable environment.
• Flexible for hybrid work schedules, accommodating both in‑office and remote work.

Preferred Qualifications

• Experience with ITIL‑based service management frameworks; ITIL Foundation certification.
• Practical experience applying AI‑assisted support tools in a customer environment, including sizing the opportunity, maintaining human oversight and validating results after deployment.
• A basic understanding of journalistic practices and news production workflows, or experience supporting a newsroom or journalists.
• Experience with content management systems, digital asset management and media production software.
• Additional languages, including Filipino.

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2‑3 days a week in the office depending on the role) for our office‑based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work‑Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work‑life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real‑world solutions. Our Grow My Way programming and skills‑first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI‑enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company‑wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, work‑life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro‑bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real‑World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

¿Quieres formar parte de un equipo que ayuda a reinventar la forma en que trabajan los profesionales del conocimiento? ¿Qué tal un equipo que trabaja todos los días para crear un futuro más transparente, justo e inclusivo? En Thomson Reuters, hemos estado haciendo precisamente eso durante casi 160 años. Nuestros productos y servicios líderes en la industria incluyen software y herramientas altamente especializados basados en información para profesionales legales, tributarios, contables y de cumplimiento, combinados con los servicios de noticias más globales del mundo: Reuters. Ayudamos a estos profesionales a hacer mejor su trabajo, dándoles más tiempo para centrarse en las cosas que más importan: asesorar, defender, negociar, gobernar e informar. Contamos con el talento de 26000 empleados en más de 70 países, donde todos tienen la oportunidad de contribuir y crecer profesionalmente en entornos de trabajo flexibles que celebran la diversidad y la inclusión. En un momento en que la objetividad, la exactitud, la equidad y la transparencia están siendo atacadas, consideramos que es nuestro deber perseguirlas. ¿Suena emocionante? Únete a nosotros y ayude a dar forma a las industrias que hacen avanzar a la sociedad.

Accesibilidad Como empresa global, confiamos en la diversidad de culturas y pensamientos para alcanzar nuestros objetivos. Para garantizar que podamos hacerlo, buscamos empleados talentosos y calificados en todas nuestras operaciones en todo el mundo, independientemente de su raza, color, sexo/género, incluido el embarazo, la identidad y expresión de género, el origen nacional, religión, orientación sexual, discapacidad, edad, estado civil, estado de ciudadano, estado de veterano o cualquier otra clasificación protegida según la ley aplicable. Thomson Reuters se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo y acción afirmativa y ofrece un lugar de trabajo libre de drogas. También hacemos adaptaciones razonables para personas calificadas con discapacidades y para creencias religiosas sinceras de acuerdo con la ley aplicable. Thomson Reuters proporciona a los profesionales la inteligencia , tecnologia y experiencia humana que necesitan para encontrar respuestas confiables . Permitimos que los profesionales de los mercados financieros y de riesgos , legales , fiscales , contables y de medios de comunicacion , tomen las decisiones más importantes , todo ello impulsado por la organización de notias más confiable del mundo. Carreras preparadas para el futuro Nuestro enfoque basado en habilidades garantiza que tendrás las herramientas y los conocimientos para crecer, liderar y prosperar en un futuro impulsado por la IA.