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Team OverviewThe B2B Service team is responsible for modernizing the digital service experience for customers, partners, and internal servicing teams through scalable portal capabilities, self-service workflows, automation, and AI-enabled solutions. This role sits within the broader TruOps Digital Experience organization and supports Global Operations priorities to transform how B2B service is delivered across products, segments, and partner channels.
This individual contributor role will report to Director of Salesforce B2B Service Governance and will partner closely with Care and Servicing, Sales Support, Product, Client Success, Technology, Analytics, and partner-facing teams to define and deliver portal experiences that reduce service friction, improve transparency, increase self-service adoption, and drive measurable business outcomes. 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.
Role Overview and Core Responsibilities- Define and own the vision, strategy, and roadmap for B2B customer and partner portal capabilities, with a focus on Salesforce Experience Cloud, digital self-service, automation, and AI-enabled service opportunities.
- Partner with service and operational leaders to understand current service volumes, customer pain points, adoption barriers, process gaps, and opportunities to shift appropriate workflows from assisted service to self-service.
- Translate business needs, customer journeys, and service pain points into scalable portal capabilities, user stories, acceptance criteria, prioritized backlogs, and measurable delivery outcomes.
- Identify where self-service, automation, and AI can improve customer and partner workflows, while distinguishing between use cases that should be digitized and those that require human support or higher-touch service models.
- Lead efforts to standardize, streamline, and improve service processes before automation, ensuring solutions address root causes rather than creating incremental fixes or automating inefficient workflows.
- Partner with the Case Management product owner and cross-functional delivery teams to align portal, case management, knowledge, customer data, and service request capabilities across the B2B service lifecycle.
- Establish and monitor KPIs for portal adoption, task completion, containment, deflection, customer satisfaction, operational efficiency, and business impact to inform prioritization and investment recommendations.
- Manage roadmap priorities, backlog enrichment, sprint planning, release readiness, stakeholder demos, adoption planning, and post-release measurement in partnership with Salesforce administrators, developers, architects, UX/design, analytics, security, and delivery teams.
- Ensure portal solutions support customer and partner needs across products, segments, regions, and customer tiers, including differentiated service experiences where appropriate.
- Communicate roadmap progress, risks, dependencies, adoption results, and business outcomes to stakeholders and leadership in clear, outcome-oriented terms.
port processes.
Required Knowledge and Experiences- 7+ years of experience in product management, digital experience, business process management, service operations, customer support, portal, or Salesforce-related roles, with experience delivering technology-enabled business outcomes.
- Strong understanding of customer service operations, contact center or call center environments, customer support workflows, partner operations, and digital self-service models, with the ability to identify which workflows are best suited for automation or portal enablement.
- Demonstrated experience translating business requirements, operational challenges, customer needs, and service pain points into scalable technology solutions that improve process efficiency, customer experience, and measurable outcomes.
- Experience working in Agile delivery environments, including backlog management, prioritization, user story development, acceptance criteria, release readiness, and post-release measurement.
- Strong analytical, problem-solving, and process improvement skills, with experience using data, KPIs, customer feedback, and operational metrics to define priorities, evaluate success, and recommend continued improvements.
Required Technical Skills- Salesforce Experience Cloud, Salesforce Service Cloud, customer portals, partner portals, digital service platforms, or similar self-service technologies.
- Experience with portal capabilities such as authenticated user experiences, digital request intake, case visibility, status tracking, knowledge access, customer communications, roles and permissions, notifications, and service analytics.
- Experience with workflow automation, knowledge management, portal adoption measurement, dashboarding, and KPI frameworks related to customer service, self-service, or operational efficiency.
- Ability to partner effectively with technical teams, including Salesforce administrators, developers, architects, UX/design resources, analytics teams, security, and delivery teams.
- Familiarity with AI-enabled service solutions or emerging digital service technologies that can improve customer experience, automate workflows, and modernize service operations.
We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:- Experience implementing AI-enabled service capabilities, automation, or emerging digital service technologies.
- Project management experience, including the ability to plan, organize, and manage work through execution without reliance on a dedicated project manager.
- Change management experience, including adoption planning, stakeholder communications, training, and support for new digital capabilities.
- Experience defining quantified business value, measuring outcomes, and connecting roadmap decisions to customer, operational, and financial impact.
- Salesforce certifications or experience with adjacent technologies such as customer engagement, conversational AI, knowledge management, analytics, or digital adoption platforms.
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Benefits that support every part of your life:At TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.
For Your Health: Enjoy 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. Choose tax-advantaged HSA and FSA accounts to make everyday care more affordable.
For Your Protection: We've got your back with company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.
For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we're here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
For Your Future: Build toward what's next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long-term care insurance to plan confidently.
For You: Grow and recharge with 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, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.
For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.
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. Additionally, 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 .
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.
Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company's reputation are also essential expectations of this position.
Pay Scale Information:The U.S. base salary range for this position is $112,500.00 - $187,500 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual's education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion's annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.
TransUnion Overview: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.
TransUnion's Internal Job Title:
Advisor, Product Management
Company:
TransUnion LLC
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