Global Director, Level II Support

Morningstar, Inc.; Chicago (IL); On-site; USD 166,000 - 254,000; Full time

Benefits offered by this job

401k match up to 6% of salary

Company-provided life insurance

Comprehensive health benefits

Long- and short-term disability

Sabbatical program

Parental leave

Tuition reimbursement

Volunteer program

Mentorship opportunities

Job summary

Morningstar, Inc. in Chicago seeks a Director of Level II Support to lead a global, cross-functional practice across all products and geographies. You will optimize client service, establish Level II practices, KPIs, and feedback loops between Level I and II, with reporting into data, product, research and technology teams.

This role is based in our Chicago office, requiring four days per week in the office and collaboration with global colleagues to continuously improve service levels.

Qualifications

• At least 7 to 10 years of experience in a client service or product management.
• Previous management experience preferred.
• Familiarity with Morningstar products and data is preferred.
• Excellent writing, communication, problem solving, organizational, and analytical skills.
• Ability to work independently and manage competing priorities and deadlines.
• Excellent computer skills.
• Knowledge of the investment industry is a plus.
• A bachelor's degree is required. MBA is a plus.

Responsibilities

• Establish monitoring across Level II teams globally to ensure cycle time requirements are met.
• Work with Level II teams to ensure success and implement best practices.
• Collaborate with product areas to understand Level II state and develop groups where needed.
• Foster a sense of community among Level II groups and dedication to the mission.
• Work with Level I leaders to reduce ticket submission and improve submission quality.
• Establish knowledge base supported by Level II analysts to reduce ticket submissions.

Skills

Client service leadership

Product management

Communication skills

Analytical skills

Prioritization

Independent work

Computer skills

Investment industry knowledge

Education

Bachelor's degree

MBA

Job description

Morningstar, Inc. in Chicago seeks a Director of Level II Support to lead a global, cross-functional practice across all products and geographies. You will optimize client service, establish Level II practices, KPIs, and feedback loops between Level I and II, with reporting into data, product, research and technology teams.

This role is based in our Chicago office, requiring four days per week in the office and collaboration with global colleagues to continuously improve service levels.