Director, Salesforce B2B Service Governance

TransUnion's Job Applicant Privacy Notice

Personal Information We Collect

Your Privacy Choices

Team Overview

This role supports B2B Care and Servicing, partners, resellers, and data furnishers by advancing Salesforce Case Management and Experience Cloud capabilities that improve service quality, operational efficiency, and customer outcomes.

This Director will lead the B2B Service team, which currently includes approximately 10 associates within the broader TruOps Digital Experience organization, and will play a key role in driving TransUnion's service transformation strategy through automation, AI, and self-service capabilities. This role will report to the SVP of Business Processes. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview and Core Responsibilities

• Define and execute the B2B service platform strategy across Salesforce Service Cloud, Case Management, Experience Cloud, Customer and Partner Portals, and related service technologies, ensuring the roadmap is rooted in business metrics, customer outcomes, and operational priorities.
• Partner closely with B2B Care and Servicing leadership to translate business strategy into scalable platform capabilities, actionable roadmaps, and measurable improvements across service delivery, customer experience, and cost-to-serve.
• Lead the evolution from agent-assisted service to automation-first and self-service models by identifying root causes of service demand, reducing avoidable ticket volume, and implementing solutions that improve how customers and associates access support.
• Own strategy and governance for foundational service capabilities, including case management, knowledge management, routing, service level management, analytics, and customer and partner portal experiences.
• Evaluate and implement automation and AI-enabled service capabilities that modernize agent workflows, improve triage and routing, strengthen knowledge-driven support, and enable more efficient digital servicing experiences.
• Establish and maintain governance frameworks, platform standards, prioritization practices, and operating rhythms that support scalable, consistent, and business-aligned service delivery across products, regions, and stakeholder groups.
• Use service metrics and operational data to identify improvement opportunities, build business cases, prioritize investments, and measure outcomes tied to efficiency, customer satisfaction, response and resolution times, throughput, operating margin, and cycle time.
• Lead, coach, and develop a high-performing team responsible for Salesforce administration, service operations, process optimization, and platform delivery.
• Navigate technical debt, platform customization, data quality challenges, and inconsistent processes by driving disciplined process improvement before automating or scaling new technology solutions.
• Influence business, product, technology, and operations stakeholders to align on priorities, resolve dependencies, manage tradeoffs, and adopt consistent automation-first and self-service strategies.

Required Knowledge and Experiences

• 10+ years of experience in Salesforce, CRM, service operations, or similar call center technology environments, with demonstrated ability to connect platform strategy to measurable business outcomes.
• Experience leading B2B customer service, care, or servicing transformation initiatives, including improving service processes, reducing avoidable ticket volume, and modernizing customer and partner support experiences.
• Proven ability to build strategic roadmaps, define priorities using data and KPIs, and lead teams through execution in complex enterprise environments.
• Strong process improvement mindset with the ability to identify root causes, streamline operations, and deliver sustainable business outcomes.
• Leadership experience that includes recruiting, coaching, performance management, stakeholder influence, conflict resolution, and leading teams through organizational transformation.

Required Technical Skills

• Salesforce Service Cloud, Salesforce Case Management, or comparable enterprise service and call center platform experience.
• Experience with Salesforce Experience Cloud, Customer Portal, Partner Portal, or similar digital self-service solutions.
• Strong understanding of service operations capabilities including case and ticket management, routing, knowledge management, service level management, reporting, analytics, and workflow optimization.
• Experience using operational metrics, dashboards, and business case development to drive prioritization, investment decisions, and measurable improvements.
• Experience implementing automation, AI-enabled service capabilities, or digital support technologies that improve efficiency and self-service adoption.

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:

• Experience implementing AI, automation, or agentic service capabilities in a B2B customer service or call center environment.
• Project management experience, including roadmap development, execution management, and cross-functional delivery leadership.
• Change management experience, including stakeholder influence, adoption planning, and organizational alignment.
• Experience leading large-scale Salesforce transformations and/or Salesforce certifications.
• Familiarity with modern service technologies such as Cresta, FIN, LivePerson, Qualtrics, or similar platforms.
• Knowledge of ITSM frameworks, enterprise data governance practices, and service ecosystem integrations including voice, CTI, IVR, chat, surveys, portals, and analytics.

Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.

For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax-advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection: We’ve got your back with company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future: Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long-term care insurance to plan confidently.

For You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [email protected].

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

Pay Scale Information:

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development- while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good - you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion's Internal Job Title:

Company: