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Customer Service Team Lead

Thomson Reuters Technology Development 12/11/2017 2:57:46 PM Eagan, MN United States of America
Job Description

The Customer Service Team Lead or Project Fulfillment Team Lead (PFTL) holds primary responsibility for all service activities related to the development and ongoing support of customer websites and other online marketing products.  In this role, the PFTL is accountable for the project communication, schedule adherence and quality of the product being delivered, which directly impact customer retention and client satisfaction long-term.  The PFTL also manages the careers of all assigned staff and contributes to group process improvement initiatives.

  • Lead a team of Project Coordinators to provide a world-class customer experience by leading, supporting, coaching, and mentoring in a fast-paced environment.
  • Manage all customer interaction activities undertaken by the Project Management team as they perform the fulfillment of client products.
  • Work with team members to achieve business metrics and collaborate with other teams within perations to ensure on time fulfillment delivery.
  • Monitor project status to rapidly identify and proactively address issues and problems.
  • Motivate and manage team members to achieve high levels of performance by offering constructive input and coaching on an ongoing basis.
  • Assist team members in formulating development plans and goals that motivate the employee, encourage better performance, and support overall FindLaw strategy and objectives.
  • Partner with the Manager of Project Management to identify process improvement and training needs, recommend solutions, and implement changes.
  • Collaborate with Product team to implement new products and the fulfillment workflow.


  • Minimum of 1 year of experience managing non-technical projects
  • Minimum of 2 years of experience managing people is required


  • Knowledge of internet marketing concepts preferred
  • Understanding of Project Management concepts preferred
  • Excellent ability to respond to deadline pressures and demonstrate organizational and time     management skills
  • Exceptional written and verbal communication skills
  • Strong ability to prioritize and manage multiple projects simultaneously
  • Excellent employee development skills


  • 4 Year College degree required, relevant major preferred (Business, Marketing, Communication     or other Liberal Arts programs)

About FindLaw®

The Company

FindLaw is the leading provider of business development solutions for law firms and home to the largest online destination for people with legal needs (  Our integrated marketing solutions help law firms grow their practice through strategic marketing approaches that drive results.  The growth and success of our business is the direct result of our diverse teams of talent that are creative, dynamic, and just plain knowledgeable.  We recruit and retain the best professionals from across the country that bring an array of expertise to the table, including legal experts, tech talents, marketing wizards, data geeks, and digital strategists. 


The Perks

Our benefits package includes all the usual suspects: medical, dental, retirement savings, paid time off, etc.  In addition, people grow here. We’ve worked hard to make this a great place for our people to contribute so they can grow and help us grow.  As part of the global Thomson Reuters family, employees benefit from unlimited career development opportunities to help them on their professional path of success.


The Employee

This part is about you. Are you a motivated professional who has a natural bias towards action? Are you a natural collaborator who knows how to advocate for your position yet respects the value of different perspectives? Do you know your stuff and still want to learn even more?  Do you understand that being competitive means being flexible and knowing that change can be fun?  Do you care about culture and understand that you play a role in shaping it?  Most importantly, do you find yourself nodding “yes,” as you read this job description? If so, you should work at FindLaw, part of Thomson Reuters.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

Eagan-Minnesota-United States of America
Req #: JREQ092770
Locations: Eagan-Minnesota-United States of America
Job Function: Technology Development
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