What are the responsibilities and job description for the Director, US Tax Support position at Thomson Reuters?
About the Role
In this opportunity as Director, US Tax Support, you will:
Establish and maintain operational performance excellence of the group
Ensure that financial targets are achieved through budget and cost management.
Establish and maintain a culture grounded in customer service excellence, personal accountability and continuous improvement across all global teams.
Work with relevant stakeholders to review and refine query resolution performance, processes, and escalation paths in pursuit of increased customer satisfaction.
Champion customer feedback to stakeholder groups to improve end to end performance and customer satisfaction.
Contribute to the delivery of support requirements within the function for new and existing products, tools, processes and strategic initiatives.
Create an environment to attract and retain appropriate talent
Deploy/implement new tools & technologies in line with programs and initiatives to improve the service experience for customers and internal support staff.
Proactive management of customer relationships - service focus on client retention and development of user relationship.
About You
You’re a fit for the role of Director, US Tax Support if you have:
B.A. required or equivalent combination of education and experience; 5 years’ experience leading a large product and technical support team
10 years of experience working in a technical support organization
Strong collaboration, teamwork and relationship building skills across multiple levels and functions in the organization
Skilled at conflict resolution and problem-solving to achieve win-win outcomes; outstanding end-customer relationship skills
Knowledge of performance evaluation and technical support metrics. Solid understanding of reporting and use of analytics
Outstanding communication and interpersonal skills, as well as stakeholder management and influence
What's in it For You
At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:
Compensation: Base salary, plus yearly bonus dependent upon your performance
Learning & Development: On-the-job coaching & learning, leadership capability development, Harvard Management courses, key talent programs, tuition reimbursement
Benefits: Flexibility, Comprehensive health coverage with benefits that are effective day one
Perks: Social events & activities, generous vacation package plus 2 paid volunteer workdays a year
Salary : $1 - $1,000,000