Director, B2B Salesforce Service Transformation

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

Benefits offered by this job

Health insurance

Tuition reimbursement

Commuter benefits

Employee discounts

Paid holidays

Job summary

TransUnion LLC is seeking a Director to lead the B2B Service team within the TruOps Digital Experience group. This hybrid role focuses on modernizing Salesforce-based service delivery, automation, and self-service capabilities across the enterprise.

You will define strategy, partner with Care leadership, and drive governance for case management, portals, and analytics while guiding a high-performing team through complex transformations.

Qualifications

• 10+ years of experience in Salesforce, CRM, service operations, or similar environments with measurable business outcomes.
• Experience leading B2B customer service transformation initiatives and modernizing support experiences.
• Proven ability to build strategic roadmaps and lead teams through execution in complex enterprise environments.
• Strong process improvement mindset to identify root causes and deliver sustainable outcomes.
• Leadership experience including recruiting, coaching, and stakeholder influence.

Responsibilities

• Define and execute the B2B service platform strategy across Salesforce Service Cloud and related capabilities.
• Partner with B2B Care leadership to translate strategy into scalable platform capabilities and roadmaps.
• Lead automation-first and self-service initiatives to reduce ticket volume and improve customer access to support.
• Own governance for case management, knowledge management, routing, SLAs, analytics, and portal experiences.
• Evaluate and implement automation and AI-enabled service capabilities to modernize workflows.
• Establish governance, standards, prioritization, and operating rhythms across products and regions.
• Use metrics to identify improvement opportunities, build business cases, and measure outcomes.
• Lead and develop a high-performing team responsible for Salesforce administration and platform delivery.
• Navigate technical debt and data quality challenges through disciplined process improvement.
• Influence stakeholders to align on priorities and adopt automation-first strategies.

Skills

Salesforce strategy

Leadership

Cross-functional leadership

Process improvement

Stakeholder influence

Tools

Salesforce Service Cloud

Salesforce Experience Cloud

Case Management

Portal platforms

Job description

TransUnion LLC is seeking a Director to lead the B2B Service team within the TruOps Digital Experience group. This hybrid role focuses on modernizing Salesforce-based service delivery, automation, and self-service capabilities across the enterprise.

You will define strategy, partner with Care leadership, and drive governance for case management, portals, and analytics while guiding a high-performing team through complex transformations.