Manager, Customer Trust, Premier Support and Audit
Thomson Reuters
Customer Service
USD 99,400-184,600 / year + Equity
Posted on Aug 11, 2025
We are seeking an accomplished and strategic leader to manage our Premier Support and Customer Audit Teams within the Customer Trust organization. This role is designed for a highly consultative professional who thrives on building relationships, delivering exceptional value to clients, and driving operational excellence. As a key leader in our succession plan, you will have broad influence—guiding critical programs, developing future leaders, and shaping the strategic direction of our customer-facing security and audit services.
About the Role
Provide visionary leadership and mentorship to the Premier Support and Customer Audit teams, fostering a collaborative, high-performance culture.
Serve as a trusted advisor to both clients and internal stakeholders, leveraging consulting expertise to address complex security, compliance, and audit requirements.
Oversee the execution and continuous improvement of customer audit and premier support engagements, ensuring the highest standards of quality, accuracy, and client satisfaction.
Guide teams in the proactive identification and resolution of customer concerns, audit findings, and process gaps, maintaining strong relationships and building long-term trust.
Champion innovation by identifying and implementing best practices, process automations, and new technologies that enhance customer experience and operational efficiency.
Support key customer meetings, audit calls, and presentations, articulating Thomson Reuters’ security posture and value proposition with clarity and credibility.
Drive the development and maintenance of standardized responses, security collateral, and knowledge management resources, ensuring consistency and completeness.
Collaborate with senior leadership and cross-functional partners (including product, technology, sales, legal, and risk teams) to align customer trust initiatives with organizational priorities.
Analyze customer feedback and program metrics to identify trends, inform strategy, and prioritize continuous improvement initiatives.
Support the professional growth and succession planning of team members by identifying and nurturing emerging leaders.
Stay current on industry trends, regulatory changes, and best practices in information security, risk management, and customer engagement.
Ensure the team’s delivery aligns with business objectives and regulatory obligations, supporting both day-to-day operations and strategic initiatives.
About You
You are an ideal candidate if you have:
Demonstrated experience in a leadership role within information security, compliance, risk management, or consulting (Big 4, top-tier consultancy, or global enterprise preferred).
Deep consulting skills, with a track record of building trust and influencing at all organizational levels—both internally and externally.
Strong expertise in IT audit, GRC (Governance, Risk, & Compliance), cybersecurity, third-party risk management, or related fields.
Proven ability to lead, inspire, and develop high-performing teams in a dynamic, matrixed environment.
Advanced communication and presentation skills, with the ability to translate complex technical and regulatory concepts for diverse audiences.
Experience managing customer-facing programs and resolving escalations with professionalism and urgency.
Working knowledge of key frameworks and standards (e.g., SOC 2, ISO 27001, NIST, PCI, ITGC).
Relevant industry certifications (e.g., CISSP, CISA, CISM, GSEC, ITIL) are highly desirable.
Strategic, analytical, and solutions-oriented mindset with a passion for innovation and continuous improvement.
Commitment to fostering a diverse, inclusive, and growth-oriented team culture.
Ability to travel as needed to support customer and internal engagements.
Willingness to undergo background screening, including employment, criminal, and educational verification.
#LI-LB1
What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally 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.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
Learn more on how to protect yourself from fraudulent job postings here.
More information about Thomson Reuters can be found on thomsonreuters.com.