Director, B2B Salesforce Service Transformation

TransUnion; Chicago (IL); Hybrid; USD 150,000 - 225,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

401(k) with employer match

Employee Stock Purchase Plan (ESPP)

Job summary

TransUnion seeks a Director of Business Processes to lead the TruOps Digital Experience B2B service platform, focusing on Salesforce Service Cloud, Case Management, Experience Cloud, and portal experiences. This role drives automation-first service, governance, and scalable roadmaps.

You will partner with Care and Servicing leadership to improve service delivery, reduce costs, and drive customer outcomes while managing a team of Salesforce professionals in a hybrid environment.

Qualifications

• 10+ years in Salesforce, CRM, service operations, or similar call center tech.
• Proven ability to build strategic roadmaps and lead teams in complex enterprise environments.
• Strong process-improvement mindset to drive sustainable outcomes.
• Experience leading B2B customer service transformations and modernizing support.

Responsibilities

• Define and execute the B2B service platform strategy across Salesforce clouds and portals.
• Partner with leadership to translate strategy into scalable capabilities and roadmaps.
• Lead automation-first and self-service initiatives to reduce ticket volume.
• Governance for service capabilities including case management, knowledge, routing, analytics.
• Measure outcomes using service metrics and business cases.
• Lead and develop a high-performing Salesforce administration and service operations team.

Skills

Salesforce Service Cloud

Salesforce Experience Cloud

CRM

Service operations

Leadership

Roadmap development

Stakeholder management

Job description

TransUnion seeks a Director of Business Processes to lead the TruOps Digital Experience B2B service platform, focusing on Salesforce Service Cloud, Case Management, Experience Cloud, and portal experiences. This role drives automation-first service, governance, and scalable roadmaps.

You will partner with Care and Servicing leadership to improve service delivery, reduce costs, and drive customer outcomes while managing a team of Salesforce professionals in a hybrid environment.