Director of Customer Support

About Morningstar

Morningstar is a leading global provider of independent investment insights. Our mission is to empower investor success. We combine independent research, data, design, and technology to create products and solutions that help investors and other market participants make informed decisions.

The Group:

The Products group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed products that delight our clients. The group’s product management, product development, and service teams collaborate with our Client Solutions group to help provide clients with relevant products and bundled solutions.

The Role:

The Director of Level II Support would be a global, cross functional practice leader with responsibilities across all products, all geographies and all client segments. The goal of this role is to optimize the client service experience across Morningstar by ensuring timely resolution of issues and constant improvement.

In close coordination with Data, Product, Research and Technology, this Client Service leader will be charged with building out Morningstar’s Level II program, establishing best practices, defining roles and responsibilities, developing team wide KPI’s for the Level II teams, and be responsible for service levels across these teams.

This leader will also be responsible for establishing the feedback mechanisms between Level I and II, and be responsible for continuous process improvement for both Level I and Level II teams. E.g. if there are too many of a certain type of case being submitted to Level II, and it’s because of lack of training being done for Level I, this leader would work with the Client Service managers to make sure improvements are realized.

Level II personnel will remain in their respective teams and maintain direct reporting lines to Data, Product, Research and Technology, however, the Level II managers/ team leads, will have functional reporting into this Client Service leader.

This position is based in our Chicago office and requires four days per week in the office.

Responsibilities

• Establish monitoring across all Level II teams globally to ensure cycle time requirements are met and work on improvements when levels are not met.
• Work with existing Level II teams to ensure success and implement best practices.
• Work closely with all product areas to understand current state of Level II and work towards developing Level II groups where needed.
• Foster a sense of community among Level II groups and dedication to groups mission.
• Work closely with all Level I group leaders to ensure constant improvement to reduce number of tickets submitted and quality of submission.
• Establish knowledge base supported by all Level II analysts to help reduce ticket submission.

Requirements

• At least 7 to 10 years of experience in a client service or product management.
• Previous management experience preferred.
• Familiarity with Morningstar products and data is preferred.
• Excellent writing, communication, problem solving, organizational, and analytical skills.
• Ability to work independently and manage competing priorities and deadlines.
• Excellent computer skills.
• Knowledge of the investment industry is a plus.
• A bachelor’s degree is required.  MBA is a plus.

Compensation and Benefits

At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

• Financial Health

  • 100% 401k match up to 6% of salary

  • Stock Ownership Potential

  • Company provided life insurance - 1x salary + commission

• Physical Health 

  • Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages

  • Additional medical Wellness Incentives - up to $300-$600 annual

  • Company-provided long- and short-term disability insurance

• Emotional Health 

  • Trust-Based Time Off

  • 6-week Paid Sabbatical Program

  • 6-Week Paid Family Caregiving Leave

  • Competitive 8-24 Week Paid Parental Leave

  • Adoption Assistance

  • Leadership Coaching & Formal Mentorship Opportunities

  • Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses

  • Tuition Reimbursement

• Social Health 

  • Charitable Matching Gifts program

  • Dollars for Doers volunteer program

  • Paid volunteering days

  • 15+ Employee Resource & Affinity Groups

Total Cash Compensation Range

Inclusive of annual base salary and target incentive

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.