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About the Role

This individual contributor role supports the modernization of case management and ticketing capabilities across Salesforce, advancing Global Operations' top transformation priorities. The role partners closely with various departments to improve how service work is managed, automated, measured, and delivered.

Responsibilities

Support the B2B Service Director in defining and executing the platform strategy for case management and ticketing, aligning Salesforce Service Cloud capabilities to business priorities, service operations goals, and enterprise transformation objectives.
Own the product vision, roadmap, and backlog for B2B case management capabilities, including case creation, classification, routing, queue management, escalations, SLA management, workload balancing, resolution workflows, and customer communications.
Partner with B2B Care and Servicing leaders to understand current servicing management, identify root causes of operational friction, and design scalable solutions.
Drive process improvement and transformation initiatives to enhance first-contact resolution, reduce handling time, strengthen SLA performance, improve associate productivity, and increase customer satisfaction.
Lead efforts to modernize agent workflows through automation, AI-enabled capabilities, and workflow simplification.
Partner with the Customer and Partner Portal product peer to align case management, automation, and self-service strategies.
Design solutions that accommodate multiple products, customer segments, and service processes, including automation and self-service experiences tailored by customer tier.
Translate business needs into user stories, acceptance criteria, prioritized backlogs, process maps, and operating documentation.
Use operational data, KPI trends, dashboards, and business metrics to evaluate performance, prioritize investments, recommend improvements, and communicate roadmap progress, risks, outcomes, and business impact.
Support change adoption by gathering feedback, conducting workflow reviews, improving associate experiences, and ensuring new capabilities are scalable, compliant, and aligned with enterprise standards.

Requirements

7+ years of experience in product management, business process management, service operations, call center operations, client support, customer success, or related Salesforce-based service environments.
Demonstrated ability to translate business needs into scalable technology solutions.
Strong understanding of customer service processes, case management, ticketing workflows, service operations, and call center environments.
Ability to assess current-state processes, identify root causes, and design future-state workflows that improve operational outcomes.
Demonstrated experience driving process improvement, transformation, or modernization initiatives.
Ability to move beyond incremental fixes and design solutions that simplify, standardize, and improve service delivery.
Experience working in Agile delivery environments, including backlog management, sprint planning, user story development, acceptance criteria, prioritization, and partnership with technical delivery teams through implementation.
KPI-driven mindset with experience using operational metrics, dashboards, reporting, or business outcome measures to evaluate performance, prioritize work, define success, and communicate value to stakeholders.

Skills

Salesforce Service Cloud or similar case management, ticketing, or contact center technology platform experience.
Experience designing or improving case management capabilities, including routing, classification, queues, escalations, SLA management, workload balancing, resolution workflows, and customer communications.
Experience with workflow automation, service process optimization, and technology-enabled operational improvement.
Strong analytical skills with experience using operational data, reporting, dashboards, and KPIs to identify trends, evaluate business impact, and support prioritization decisions.
Ability to work effectively with Salesforce administrators, developers, architects, analytics partners, and business stakeholders.
Experience implementing AI-enabled service solutions, automation tools, or modern customer support technologies.
Project management experience.
Change management experience.
Salesforce certifications or related platform credentials.
Strong collaboration and influence skills.

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, plus supplemental plan options.
Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
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 and fertility planning coverage.
Caregiver support.
Dependent Care FSA for possibility of an employer match.
Complimentary Care@Work membership.
Up to 12 weeks of paid parental leave with eligibility for a thoughtful, 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 or 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.
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.