Customer Operations Senior Manager

TransUnion; Boca Raton (FL); Hybride; USD 127 000 - 190 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision coverage from

HSA/FSA options

Company-paid life and AD&D

Disability insurance

Parental leave

401(k) with match

ESPP

Tuition reimbursement

Paid holidays

Commuter benefits

Employee discounts

Volunteer time off

Résumé du poste

TransUnion in Boca Raton is seeking a Sr Manager, Customer Support Operations to lead credentialing, onboarding, enablement, and account maintenance for U.S. and Canadian B2B customers. You will manage a global team of 40–50 through ~7 direct reports and drive compliant onboarding by coordinating across Sales, Compliance, Legal, Support, and Tech.

You will also focus on process improvements, data stewardship, and achieving scalable, accurate customer journeys in a highly regulated environment.

Qualifications

• Ten (10+) plus years’ experience managing people with a demonstrated record of leading an operations team where adherence to corporate compliance is a priority.
• Bachelor’s Degree required
• Proven ability to manage an operations team with minimal supervision. This includes, but not limited to assessing, making recommendations and implementing best-in-class processes
• Proven skills in training and team building
• Experience with using metrics to run a team including establishing KPI’s and managing to those KPI’s; including forecasting work load and capacity
• Experience in a fast paced, high transaction volume environment preferred
• Experience in offshore team management preferred
• Lean Six Sigma Foundational Concepts Experience a plus

Responsabilités

• Lead the end-to-end credentialing, re-credentialing, onboarding, product enablement, data stewardship, and account-maintenance functions supporting core credit customers.
• Direct a global team of 40–50 associates through roughly seven direct reports; coach leaders, strengthen bench capability, and address succession or backfill needs.
• Drive faster, compliant customer onboarding by identifying barriers, coordinating resolution across teams, and balancing speed-to-revenue with regulatory and operational-control requirements.
• Review productivity, performance, service, and operational reporting to ensure frontline teams meet established expectations and identify opportunities for improvement.
• Own the design and effectiveness of onboarding processes and controls, ensuring product setup is accurate, responsibilities are clearly defined, controls are monitored, and material process gaps or leakage are addressed.
• Partner with Sales, Compliance, Legal, Support, and operations and technology teams to improve the customer onboarding and delivery.
• Lead business-process improvement by documenting workflows and evaluating how systems, tools, and technology can improve efficiency and scalability.
• Communicate process and policy changes to Sales leaders and educate sellers on the requirements to move customers through onboarding.
• Navigate a highly regulated data environment; FCRA, GLBA, or DPPA experience is preferred; strong audit, risk, compliance, or controls experience is a plus.
• Represent the organization with senior stakeholders and customers, translating complex requirements into clear business guidance.

Connaissances

People management

KPI tracking

Training and team building

Communication

Formation

Bachelor’s Degree

Description du poste

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Team Overview

This senior leadership role oversees the credentialing, re-credentialing, onboarding, enablement, and account-maintenance functions that support U.S. and Canadian B2B customers accessing core credit products. The leader will manage a global organization through other people leaders, balance speed-to-revenue with regulatory and control requirements, and partner across Sales, Compliance, Legal, Support, and Operations to improve processes, tools, productivity, and customer onboarding outcomes. This role reports to the SVP 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

• Lead the end-to-end credentialing, re-credentialing, onboarding, product enablement, data stewardship, and account-maintenance functions supporting core credit customers.
• Direct a global organization of approximately 40–50 associates through roughly seven direct reports, including people leaders and specialized individual contributors; coach leaders, strengthen bench capability, and address succession or backfill needs.
• Drive faster, compliant customer onboarding by identifying barriers, coordinating resolution across teams, and balancing speed-to-revenue with regulatory and operational-control requirements.
• Review productivity, performance, service, and operational reporting on a recurring basis; use results to ensure frontline teams meet established expectations and to identify opportunities for improvement.
• Own the design and effectiveness of onboarding processes and controls, ensuring product setup is accurate, responsibilities are clearly defined, controls are monitored, and material process gaps or leakage are addressed.
• Partner regularly with Sales, Compliance, Legal, Support, and operations and technology teams to manage business-as-usual delivery, resolve onboarding issues, and improve the customer journey.
• Lead business-process improvement efforts by documenting and refining workflows and evaluating how systems, tools, and technology can improve efficiency, accuracy, scalability, and operational execution.
• Communicate process and policy changes to Sales leaders and educate sellers on the requirements and actions needed to move customers successfully through onboarding.
• Navigat[?] a highly regulated data environment involving customer eligibility, permitted use, product access, and related requirements; direct FCRA, GLBA, or DPPA experience is preferred, while strong audit, risk, compliance, or controls experience may provide a transferable foundation.
• Represent the organization with VPs, SVPs, prospective customers, and existing customers, requiring strong written and verbal communication and the ability to translate complex operational and regulatory requirements into clear business guidance.

Required Knowledge and Experiences

• Ten (10+) plus years’ experience managing people with a demonstrated record of accomplishment of leading an operations team where adherence to corporate compliance is a priority. Demonstrate advanced interpersonal skills to engage with peers, customers, and senior management
• Bachelor’s Degree required
• Proven ability to manage an operations team with minimal supervision. This includes, but not limited to assessing, making recommendations and implementing best-in-class processes
• Proven skills in training and team building
• Experience with using metrics to run a team including establishing KPI’s and managing to those KPI’s; including forecasting work load and capacity

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:

• Experience in a fast paced, high transaction volume environment preferred
• Experience in offshore team management preferred
• Lean Six Sigma Foundational Concepts Experience a plus

Benefits that support every part of your life:

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

For Your Health : Enjoyday-one eligibilityfor medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax‑advantagedHSAandFSAaccounts to make everyday care more affordable.

For Your Protection : We’ve got your back withcompany‑paid basic life and AD&D, optionalvoluntary life and AD&Dfor you and your family, andshort‑ and long‑term disability. You can also opt into alegal plan,pet insurance, andtravel accident coverage.

For Your Family : Fromadoption assistance and fertility planning coveragetocaregiver support, we’re here for every chapter. AccessDependent Care FSA for possibility of an employer match, a complimentaryCare@Workmembership, andup to 12 weeks of paid parental leavewith eligibility for a thoughtful, gradual return.

For Your Future : Build toward what’s next with our401(k) with employer matchandEmployee Stock Purchase Plan (ESPP). Tapfinancial wellness resources,career coaching, and optionallong‑term care insuranceto plan confidently.

For You : Grow and recharge withtuition reimbursement,flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employeediscounts,charitable gift matching, andpaid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness : Access24/7 supportincluding professionaltherapy,coaching, and emotional well‑being programs alongside guided meditation and resources that supportphysical, mental, social, and financial wellness.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Afffirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [e-mail].

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

Pay Scale Information:

The U.S. base salary range for this position is $126,700.00 - $190,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good , which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion’s Internal Job Title:

Sr Manager, Customer Support Operations

Company:

TransUnion LLC