Product Support Manager

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Team Overview

Role Overview and Core Responsibilities

This role exists to lead and scale telecom carrier order support operations, ensuring accurate and timely execution of Access Service Requests (ASRs) while maintaining high service levels for customers and partners.

Key responsibilities include:

• Lead and develop a team responsible for telecom carrier order processing, including installs, changes, and disconnects
• Oversee execution of Access Service Requests (ASR) across multiple order types (e.g., ethernet, transport, microwave)
• Ensure operational accuracy, timeliness, and compliance across highvolume, orderdriven workflows
• Act as a secondlevel escalation point for complex customer or carrier issues
• Coordinate and prioritize work across onshore and offshore teams to maximize coverage and throughput
• Partner with internal and external stakeholders to resolve order fallout and systemrelated issues
• Monitor performance metrics and operational trends to identify opportunities for process improvement
• Drive consistent communication across customer, carrier, and internal calls

Required Knowledge and Experiences

• Telecom carrier operations experience, including wholesale or carriergrade service delivery, to ensure familiarity with industry workflows and standards
• Handson experience with Access Service Requests (ASRs), including multiple order and activity types, to support accurate order execution and issue resolution
• People leadership experience managing operational teams, with accountability for performance, prioritization, and coaching
• 6+ years of experience in telecom operations, service delivery, or order management roles, including leadership responsibility
• Experience managing multiple highpriority workflows in parallel within fastpaced operational environments

Preferred Skills and Experiences

We're also looking for candidates who bring experience or interest in:

Process optimization, quality control, or operational improvement initiatives Managing or partnering with offshore / distributed support teams Operational reporting, KPI tracking, or continuous improvement efforts Representing teams in customer or carrierfacing discussions Supporting afterhours or escalation coverage as needed

Required Technical Skills

Experience working with telecom order management or provisioning systems Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint) for reporting, communication, and operational tracking Ability to interpret operational data to support decisionmaking and performance optimization

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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 taxadvantagedHSAandFSAaccounts to make everyday care more affordable.

For Your Protection: We've got your back withcompanypaid basic life and AD&D, optionalvoluntary life and AD&Dfor you and your family, andshort and longterm 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 optionallongterm 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 wellbeing 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 Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting ERCoE@transunion.com.

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.

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.

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