Director, Salesforce B2B Service Governance

TransUnion•White Plains, NY

8d•$150,100 - $225,000•Hybrid

About The Position

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.

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.
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.

Nice To Haves

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.

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.

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
Legal plan
Pet insurance
Travel accident coverage
Adoption assistance
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