Global Frontline Support Manager — AI‑Driven Leadership (Hybrid)

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

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.