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About the Role

The B2B Service team modernizes the digital service experience for customers, partners, and internal servicing teams through scalable portal capabilities, self-service workflows, automation, and AI-enabled solutions. This individual contributor role supports Global Operations priorities to transform how B2B service is delivered across products, segments, and partner channels.

Responsibilities

Define and own the vision, strategy, and roadmap for B2B customer and partner portal capabilities, with a focus on Salesforce Experience Cloud, digital self-service, automation, and AI-enabled service opportunities.
Partner with service and operational leaders to understand current service volumes, customer pain points, adoption barriers, process gaps, and opportunities to shift appropriate workflows from assisted service to self-service.
Translate business needs, customer journeys, and service pain points into scalable portal capabilities, user stories, acceptance criteria, prioritized backlogs, and measurable delivery outcomes.
Identify where self-service, automation, and AI can improve customer and partner workflows, while distinguishing between use cases that should be digitized and those that require human support or higher-touch service models.
Lead efforts to standardize, streamline, and improve service processes before automation, ensuring solutions address root causes rather than creating incremental fixes or automating inefficient workflows.
Partner with the Case Management product owner and cross-functional delivery teams to align portal, case management, knowledge, customer data, and service request capabilities across the B2B service lifecycle.
Establish and monitor KPIs for portal adoption, task completion, containment, deflection, customer satisfaction, operational efficiency, and business impact to inform prioritization and investment recommendations.
Manage roadmap priorities, backlog enrichment, sprint planning, release readiness, stakeholder demos, adoption planning, and post-release measurement in partnership with Salesforce administrators, developers, architects, UX/design, analytics, security, and delivery teams.
Ensure portal solutions support customer and partner needs across products, segments, regions, and customer tiers, including differentiated service experiences where appropriate.
Communicate roadmap progress, risks, dependencies, adoption results, and business outcomes to stakeholders and leadership in clear, outcome-oriented terms.

Requirements

7+ years of experience in product management, digital experience, business process management, service operations, customer support, portal, or Salesforce-related roles, with experience delivering technology-enabled business outcomes.
Strong understanding of customer service operations, contact center or call center environments, customer support workflows, partner operations, and digital self-service models, with the ability to identify which workflows are best suited for automation or portal enablement.
Demonstrated experience translating business requirements, operational challenges, customer needs, and service pain points into scalable technology solutions that improve process efficiency, customer experience, and measurable outcomes.
Experience working in Agile delivery environments, including backlog management, prioritization, user story development, acceptance criteria, release readiness, and post-release measurement.
Strong analytical, problem-solving, and process improvement skills, with experience using data, KPIs, customer feedback, and operational metrics to define priorities, evaluate success, and recommend continued improvements.
Ability to partner effectively with technical teams, including Salesforce administrators, developers, architects, UX/design resources, analytics teams, security, and delivery teams.
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.

Skills

Salesforce Experience Cloud
Salesforce Service Cloud
Customer portals
Partner portals
Digital service platforms
Self-service technologies
Authenticated user experiences
Digital request intake
Case visibility
Status tracking
Knowledge access
Customer communications
Roles and permissions
Notifications
Service analytics
Workflow automation
Knowledge management
Portal adoption measurement
Dashboarding
KPI frameworks related to customer service, self-service, or operational efficiency
AI-enabled service solutions
Emerging digital service technologies
Project management
Change management
Salesforce certifications
Customer engagement
Conversational AI
Digital adoption platforms

Location

Hybrid

Work Type

Hybrid

Experience Level

7+ years of experience

Salary/Compensations

$112,500.00 - $187,500 annually

Benefits

Day-one eligibility for medical, dental, and vision coverage
Supplemental plan options
Spousal, domestic partner, and other eligible dependent coverage
Tax-advantaged 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
Optional legal plan, pet insurance, and travel accident coverage
Adoption assistance
Fertility planning coverage
Caregiver support
Dependent Care FSA with potential employer match
Complimentary Care@Work membership
Up to 12 weeks of paid parental leave with eligibility for a gradual return
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 including professional therapy, coaching, and emotional well-being programs
Guided meditation and 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

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 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.