Global Frontline Support Manager — AI, Automation, Hybrid

Thomson Reuters; Manila; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid Work Model

Mental Health Days

Career Development

Job summary

Thomson Reuters seeks a Frontline Support Manager in Manila to lead a worldwide support organization and drive AI-enabled improvements. You will mentor analysts and Team Leads, design onboarding, and own staffing, capacity, and KPIs across regions.

The role emphasizes data-driven decisions, high-quality customer experience, and collaboration with Sales, Product and Technology. Hybrid work model and a focus on continuous improvement are offered.

Qualifications

• More than 3 years in a leadership or managerial position.
• Experience leading a distributed team across multiple time zones.
• Strong data literacy with ability to build and reconcile reports.
• Over 5 years in IT support or helpdesk, preferably in media.
• Experience hiring, onboarding and building support teams.
• English required (written and verbal).
• Higher education in Computer Science, IT, Journalism or related field.
• Knowledge of Windows and macOS; basic networking concepts.
• Hybrid work schedule capability.

Responsibilities

• Lead a worldwide support organization including analysts and Team Leads.
• Drive AI, automation, and data-driven insights to reduce customer effort.
• Own frontline hiring, onboarding and role definitions.
• Develop KPIs, service levels and operating plans for APAC/EMEA/AMER.
• Own workforce capacity, forecasting and frontline budgeting.
• Manage incident and problem management within ITIL frameworks.
• Partner with Sales, Product and Technology on critical issues.

Skills

Leadership

People Management

Distributed teams

Data literacy

Customer support

CRM (Salesforce)

ServiceNow

English proficiency

Problem solving

Stakeholder communication

Education

Higher education in Computer Science or IT or Journalism

Tools

Salesforce

ServiceNow

Job description

Thomson Reuters seeks a Frontline Support Manager in Manila to lead a worldwide support organization and drive AI-enabled improvements. You will mentor analysts and Team Leads, design onboarding, and own staffing, capacity, and KPIs across regions.

The role emphasizes data-driven decisions, high-quality customer experience, and collaboration with Sales, Product and Technology. Hybrid work model and a focus on continuous improvement are offered.