About the Role

In this opportunity as Director, Global Trade Management Support, you will:

• Lead with operational rigor, evaluating process improvements and opportunities for increased scalability

• Collaborate with leaders across the organization for seamless integration across the customer journey

• Establish and evangelizes supports standards and practices.

• Develop and executes strategies to achieve delivery targets across the division.

• Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives

• Develop the strategies for and overseeing the execution of mitigating customer impact of issues, initiating action to determine root causes, and implementing problem resolution.

Accountabilities

• Demonstrable success with stakeholder management – both internal and external

• Directs resource allocation and budget mangement

• Monitor and ensure attainment of key metrics, including focus on quality, performance and customer satisfaction

• Partners with key product, technology, sales and professional services leadership across business division and industry.

• Continually identify opportunities for scale, efficiency to move at pace with a focus on quality

• Serves as second-level escalation point for urgent and highly sensitive customer issues.

Key Deliverables

• Continuous, measurable improvement in end to end distinctive customer experience and service across channels (e.g. Customer satisfaction [NPS], Churn and retention)

• Develop a culture of continuous improvement, accountability, support and inclusion

• Manages portfolio of projects and virtual teams across business units

• Communicates and collaborates with senior, cross-functional leadership on major incidents, root cause and problem resolution.

• Prepares and delivers presentations for stakeholder community.

About You

You’re a fit for the role of Director, Global Trade Management Support, if your background includes:

• Bachelors degree required

• Proven track record of meeting and exceeding company’s goals in a fast-paced environment.

• Proven ability to manage within a matrix environment, collaborate across multiple departments and influence at all levels.

• Proven ability to set and drive strategy; including leading through change.

• Demonstrates people leadership skills for significant populations or technical experts

• Ability to demonstrate flexibility in adjusting to changing business priorities, processes and decisions.

• Ability to work with escalated customer situations

• Background in technology or technical/product support (desired)

• 5-7 years leadership experience in operational or customer support roles

What’s in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: Currently the majority of our employees are working within a hybrid environment consisting of in-office and remote work, and following local COVID-19 bylaws and guidelines.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking

• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

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