Global Frontline Support Leader with AI & Automation

THOMSON REUTERS CORP PTE LTD - PHILIPPINE BRANCH

Manila

Hybrid

PHP 1,200,000 - 1,800,000

Full time

3 days ago

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Benefits offered by this job

Hybrid Work Model

Work-Life Balance initiatives

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Job summary

Thomson Reuters Corp Pte Ltd – Philippine Branch is seeking a Front Line Support Manager to lead a global frontline team and drive AI/automation initiatives. You will shape the support strategy, manage incident handling, and partner with Sales, Product and Technology to improve customer outcomes.

The role requires 3+ years in leadership, experience with distributed teams, strong data reporting skills and English fluency.

Qualifications

3+ years in a leadership role managing team leads or other managers.
Experience leading a distributed team across multiple time zones.
Strong data literacy; able to build reports and reconcile figures.
Over 5 years in IT support or helpdesk, preferably in media.
Experience hiring, onboarding and building support teams.
English required (written and verbal).
Knowledge of Windows/macOS; basic networking concepts and IT security.

Responsibilities

Lead, mentor and develop frontline analysts and team leads.
Own frontline hiring, onboarding and staffing plans.
Manage incident, problem and feedback processes; drive improvements.
Own capacity, data, and reporting; forecast resources and budget.
Collaborate with Sales, Product and Tech on customer issues and product backlog.
Drive AI and automation initiatives to improve support efficiency.