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About the Role

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.

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.

Requirements

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.

Skills

Salesforce Service Cloud
Salesforce Case Management
Salesforce Experience Cloud
Customer Portal
Partner Portal
Case management
Ticket management
Routing
Knowledge management
Service level management
Reporting
Analytics
Workflow optimization
Operational metrics
Dashboards
Business case development
Automation
AI-enabled service capabilities
Digital support technologies
AI
Agentic service capabilities
Project management
Roadmap development
Execution management
Cross-functional delivery leadership
Change management
Stakeholder influence
Adoption planning
Organizational alignment
Large-scale Salesforce transformations
Salesforce certifications
Modern service technologies
Cresta
FIN
LivePerson
Qualtrics
ITSM frameworks
Enterprise data governance practices
Service ecosystem integrations
Voice
CTI
IVR
Chat
Surveys
Portals
Analytics

Location

Hybrid

Work Type

Hybrid

Experience Level

10+ years of experience

Salary/Compensations

$150,100.00 - $225,000.00 annually

Benefits

Day-one eligibility for medical, dental, and vision coverage
Supplemental plan options
Spousal, domestic partner, and other eligible dependent coverage
HSA and FSA accounts
Company-paid basic life and AD&D
Optional voluntary life and AD&D for you and your family
Short- and long-term disability
Legal plan
Pet insurance
Travel accident coverage
Adoption assistance
Fertility planning coverage
Caregiver support
Dependent Care FSA
Complimentary Care@Work membership
Up to 12 weeks of paid parental leave
Gradual return to work options
401(k) with employer match
Employee Stock Purchase Plan (ESPP)
Financial wellness resources
Career coaching
Optional long-term care insurance
Tuition reimbursement
Flexible time off for exempt employees
Paid time off for nonexempt employees
Up to 12 paid holidays per year
Commuter benefits
Employee discounts
Charitable gift matching
Paid volunteer time off
Corporate volunteer events
24/7 support
Professional therapy
Coaching
Emotional well-being programs
Guided meditation
Resources that support physical, mental, social, and financial wellness

About the Company

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.

Equal Opportunity

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 ERCoE@transunion.com.
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.