Senior B2B Case Management Product Manager

TransUnion; Chicago (IL); On-site; USD 113,000 - 188,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off and holidays

Job summary

TransUnion is seeking an Advisor, Product Management to define and execute the platform strategy for B2B case management and ticketing on Salesforce Service Cloud. You will own the product vision, roadmap, backlog, and work closely with operating leaders to reduce tickets and improve service outcomes.

You will drive cross‑functional collaboration with Care, Servicing, and portal teams, translate business needs into user stories, and guide Agile delivery teams through implementation, with a focus

Qualifications

• 7+ years in product management or Salesforce‑based service environments.
• Strong knowledge of case management, ticketing, and service operations.
• Experience driving process improvement or modernization initiatives.
• Experience working in Agile delivery environments.
• KPI‑driven mindset with experience using metrics, dashboards, and reporting.

Responsibilities

• Define and execute the platform strategy for B2B case management and ticketing.
• Own the vision, roadmap, and backlog for B2B case management capabilities.
• Partner with B2B Care and Servicing leaders to identify root causes and design scalable solutions.
• Drive process improvements to improve first-contact resolution and SLA performance.
• Lead automation and AI-enabled enhancements to modernize agent workflows.
• Collaborate with portal product peers to align self-service strategies.

Skills

Salesforce Service Cloud experience

Case management workflows

Agile delivery

KPI‑driven mindset

Stakeholder collaboration

CRM platforms

Tools

Salesforce

Job description

TransUnion is seeking an Advisor, Product Management to define and execute the platform strategy for B2B case management and ticketing on Salesforce Service Cloud. You will own the product vision, roadmap, backlog, and work closely with operating leaders to reduce tickets and improve service outcomes.

You will drive cross‑functional collaboration with Care, Servicing, and portal teams, translate business needs into user stories, and guide Agile delivery teams through implementation, with a focus