Frontline Support (FLS) Manager
Core
Lead a global frontline support organization for Reuters, driving AI/automation initiatives and managing distributed teams across APAC, EMEA, and AMERS to improve customer experience and reduce effort.
Role type
Senior IC frontline support manager (media/tech)
Builds
Global customer support operations, AI/automation roadmaps, and high-performing distributed teams
Domain
Media industry + IT service management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and mentoring, distributed team management, workforce capacity modeling, data literacy and reporting, root cause analysis, hiring and onboarding, stakeholder collaboration, CRM/ticketing proficiency, English fluency
Preferred skills
Experience in media environments, knowledge of Windows/macOS and network concepts
Technologies
Salesforce, ServiceNow
Responsibilities
Lead and develop second-line Team Leads and frontline analysts; manage incident and problem management including high-severity swarming; own capacity modeling, budgeting, and end-to-end reporting; drive quality assurance and knowledge base maintenance; execute AI and automation roadmap; represent the team in governance forums and partner with Product/Sales/Tech
Seniority
Senior, hands-on IC with strategic influence
